In this special episode of the CX Files, we are looking to the end of 2025 and into 2026.
Peter Ryan called Paul Smith and David Rickard - two expert advisers on CX and BPO - to talk about what just happened in 2025 and their top predictions for CX in 2026.
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Paul Smith
Principal Consultant, Quinn Growth Advisers
Salt Lake City, Utah, USA
https://www.linkedin.com/in/swsalesexec/
https://quinngrowthadvisors.com/
David Rickard
Partner, Everest Group
Clanfield - near Portsmouth, UK
https://www.linkedin.com/in/dwrickard/
https://www.everestgrp.com/
Summary: In the CX Files podcast episode 399, hosts Mark Hillary and Peter Ryan discuss 2025 highlights and 2026 predictions with Paul Smith from Quinn Growth Advisors and David Rickard from Everest Group. Key points include the significant AI hype in 2025, the lack of differentiation in the market, and the slow progress of AI in customer experience (CX). They predict that 2026 will see more AI pilots moving into production, increased competition from in-house GCC capabilities, and a need for better buyer-seller communication. They also emphasize the importance of understanding customer needs and the potential impact of an AI bubble.
