CX Files Discussion: CX In 2026 - The Predictions
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Dec 4, 2025 In this insightful discussion, Paul Smith, Principal Consultant at Quinn Growth Advisors, shares his expertise on the future of customer experience. He highlights the rampant AI hype in 2025 and the confusion it caused among buyers. Both guests predict that 2026 will witness more AI pilots transitioning into production and increasing market competition from in-house capabilities. Paul calls for better understanding of customer needs, while David warns of a looming AI bubble. They emphasize the necessity for deeper conversations between buyers and sellers to capture true business value.
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AI Hype Created Market Confusion
- The dominant 2025 theme was AI hype causing buyer confusion and market stagnation.
- Investment slowed because vendors overpromised while actual customer-facing impact lagged behind.
AI Is Quietly Powering Operations
- Many contact centers use AI extensively behind the scenes for QA and workforce tasks without promoting it.
- That hidden usage improves operations but fails to shape buyer perceptions or market differentiation.
Communicate Realistic Roadmaps
- Stop overclaiming AI capabilities and focus on proven, deliverable capabilities you can demonstrate now.
- Tell customers what you'll do next month and next year rather than only reporting past metrics.