Discover how leading CX organisations are preparing for the era of intelligent customer experience. This report uncovers the shifts shaping 2026, from memory-rich AI and multimodal support to real-time analytics and transparent governance.
Customer expectations are shifting faster than ever and CX leaders are under pressure to deliver service that is instant, deeply personal, and consistently trustworthy.
The Zendesk CX Trends Report 2026 uncovers how Contextual Intelligence is becoming the new foundation of exceptional customer experience, where AI doesn’t just automate tasks, but understands, remembers, and adapts.
As a Premier Zendesk Partner, redk helps organisations turn these insights into action. This year’s report reveals the moves that matter now: building memory-rich AI, modernising self-service, unifying multimodal support, activating real-time analytics, and designing transparency into every interaction.
The result? Faster, more intelligent, and emotionally attuned CX at scale.
Gain the strategic clarity your teams need to prioritise initiatives, benchmark against peers, and design for an era where AI, knowledge, and governance converge. Learn how to lead with intelligent CX—without a costly rip-and-replace—and deliver the contextual, emotionally intelligent service today’s customers expect.
Inside the report, you’ll discover:
AI infused with contextual memory is changing everything.
85% of CX leaders say memory-rich AI agents will be the key to truly personalised journeys – powering interactions that feel human, relevant, and effortless.
Consumers now expect solutions on the first attempt.
85% of CX leaders warn that unresolved issues, even once, will cause customers to leave. AI-powered self-service is no longer optional; it’s the backbone of scalable support.
Customers want fluid conversations, not fragmented experiences.
76% prefer brands that let them share text, images, and video in a single thread without starting over. Leading organisations are using AI to make this seamless and autonomous.
The next era of intelligence is prompt-driven.
81% of CX leaders say accessible, ask-anything analytics will transform decision-making – unlocking faster insights and democratising data across the business.
Transparency is non-negotiable.
Consumer demand for understanding the “why” behind AI decisions has surged 63%, and trust will define the winners in 2026.
The Zendesk CX Trends 2026 Report is the definitive annual study shaping the future of customer experience. Designed for CX executives, support and operations leaders, and IT/data/AI owners, it highlights where the industry is heading—and what high-performing teams are doing differently.
