From CX 2025 to 2026: Consumer Insights and the Trends That Will Define the Year Ahead
Wed Dec 24 2025
What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people?
In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders:
🔴 Jeff Blair, Chief Growth Officer, Transcom
🔴 Cortney Jonas Burnos, VP of Digital & AI Solutions, Transcom
Together, they reveal where brands are falling short, how to close the "experience gap," and why advisory-led partnerships are helping the best companies turn contact centers into engines of growth.
👉 What stood out in this year’s CX data — and why it’s a warning sign for brands relying too much on tech.
👉 How the smartest organizations connect CX performance to revenue, loyalty, and business strategy.
👉 The three dimensions every brand should use to evaluate their BPO partner in 2026.
👉 Where AI is driving measurable results — and where companies are still getting it wrong.
Key Takeaways:
🔴 The Experience Gap is growing — and consumers are losing patience.
🔴 AI + Human orchestration beats automation alone, every time.
🔴 Strategic BPO partners should be driving innovation, not just hitting SLAs.
🔴 Trust, efficiency, and insight will be the competitive currencies of 2026.
📈 Next Steps:
Download Transcom’s CX Leaders Consumer Edition Report and discover how AI, human expertise, and smarter partnerships can transform your customer experience strategy.
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What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people? In this exclusive interview hosted by Rob Scott, Publisher at CX Today, we unpack the latest Consumer Insights Report from Transcom and explore why CX is now a core revenue driver, not just a support function. Joining the conversation are two powerhouse leaders: 🔴 Jeff Blair, Chief Growth Officer, Transcom 🔴 Cortney Jonas Burnos, VP of Digital & AI Solutions, Transcom Together, they reveal where brands are falling short, how to close the "experience gap," and why advisory-led partnerships are helping the best companies turn contact centers into engines of growth. 👉 What stood out in this year’s CX data — and why it’s a warning sign for brands relying too much on tech. 👉 How the smartest organizations connect CX performance to revenue, loyalty, and business strategy. 👉 The three dimensions every brand should use to evaluate their BPO partner in 2026. 👉 Where AI is driving measurable results — and where companies are still getting it wrong. Key Takeaways: 🔴 The Experience Gap is growing — and consumers are losing patience. 🔴 AI + Human orchestration beats automation alone, every time. 🔴 Strategic BPO partners should be driving innovation, not just hitting SLAs. 🔴 Trust, efficiency, and insight will be the competitive currencies of 2026. 📈 Next Steps: Download Transcom’s CX Leaders Consumer Edition Report and discover how AI, human expertise, and smarter partnerships can transform your customer experience strategy.