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Ep. 62 - The CX trends that matter in 2026 - Insights 10
What if 2026 isn’t the year of the agentic enterprise?
Most predictions paint 2026 as the moment AI suddenly takes over customer experience end to end. Autonomous agents. Self-driving journeys. Overnight transformation.
In this Insights video, Jochem challenges that narrative - and argues the real shift is quieter, slower, and far more operational than the hype suggests. The risk for leaders isn’t moving too slowly - it’s aiming their CX strategy at a future that hasn’t arrived yet.
In this video:
Why 2026 is about agent adoption - not agentic transformation
How narrow agents quietly reshape CX work at the edges of journeys
Why data validation becomes the real bottleneck for AI in CX
How CX teams shift from insight production to stewarding trust
When asynchronous AI work changes the pace and depth of decision-making
If speed is no longer the advantage, what does it mean to scale trust instead?
Follow Jochem on LinkedIn:https://www.linkedin.com/in/jochemvanderveer
Learn more about Journey Management with TheyDo:https://www.theydo.com
#CustomerExperience #JourneyManagement #ServiceDesign #ExperienceDesign #CXLeadership #AIinCX #DecisionMaking #OrganizationalDesign #SystemsThinking #ProductStrategy #ExperienceStrategy
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By Jochem van der VeerWhat if 2026 isn’t the year of the agentic enterprise?
Most predictions paint 2026 as the moment AI suddenly takes over customer experience end to end. Autonomous agents. Self-driving journeys. Overnight transformation.
In this Insights video, Jochem challenges that narrative - and argues the real shift is quieter, slower, and far more operational than the hype suggests. The risk for leaders isn’t moving too slowly - it’s aiming their CX strategy at a future that hasn’t arrived yet.
In this video:
Why 2026 is about agent adoption - not agentic transformation
How narrow agents quietly reshape CX work at the edges of journeys
Why data validation becomes the real bottleneck for AI in CX
How CX teams shift from insight production to stewarding trust
When asynchronous AI work changes the pace and depth of decision-making
If speed is no longer the advantage, what does it mean to scale trust instead?
Follow Jochem on LinkedIn:https://www.linkedin.com/in/jochemvanderveer
Learn more about Journey Management with TheyDo:https://www.theydo.com
#CustomerExperience #JourneyManagement #ServiceDesign #ExperienceDesign #CXLeadership #AIinCX #DecisionMaking #OrganizationalDesign #SystemsThinking #ProductStrategy #ExperienceStrategy