Customer Experience Expo – 2026 Predictions

As the industry prepares for 2026, Hannah Louise Cox (She/ Her) joined Megan Jones to explore how digital transformation and evolving skill needs are reshaping recruitment and operating models across the industry.

They discussed:

🔵 How organisations in 2025 have been focused on doing more with less through operating model redesign and cloud migration
🔵 Why businesses are prioritising talent with the skills to support AI integration and next-generation technology
🔵 How the pace of AI adoption will accelerate in 2026 as companies move away from antiquated systems
🔵 Why ethical, people-focused decision-making will be essential as AI becomes embedded into everyday operations

You can watch the 3 minute video here 

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