CCaaS trends for 2026 reveal a market entering maturity — where measurable value, operational AI, modular platforms, and governance now define customer experience success.
Market trends & analysis
Net promotor score, NPS, is well known but waning in popularity. Discover how, 20 years on, the growing application of AI-powered NPS is breathing new life into this traditional...
Intentional design ensures accessible services, but if touchpoints aren’t functional, accessibility is pointless. Discover the importance, challenges and role of CCaaS in delivering both with a citizen-centric approach.
Three years of data, a negative shift in consumer perception and multiple drivers, including many from outside the contact centre, is it time to recalibrate CX strategies?
Digitalisation, integrated channels and self-service, the potential for intricate personalised customer journeys has never been so varied. But what do customers really think about the services on offer today...
Every year brings its share of changes and challenges for the customer service sector, 2024 is no different. With ever-increasing customer demands, contact centres are having to adapt, not...
What will be the short and long-term impact of COVID-19 on organisations’ operations? Does this challenging time provide an opportunity for contact centre managers to implement needed changes that...
Customer experience is a key differentiator in driving brand loyalty, but what is the driver differentiating customer experience? Artificial intelligence, especially conversational intelligence, makes a pivotal difference in contact...
Delivering vital public services through a contact centre presents plenty of opportunities for cost efficiency—without compromising service quality. Discover how CCaaS can help maintain both.
Customer service and customer experience are not only buzzwords that blanket advertisements, websites, and offers, but key components of any organisation’s growth strategy. But what do they actually mean?...