Global Experts Reveal What Awaits the Outsourcing Industry in 2026
As innovations accelerate and customer expectations evolve at an unprecedented pace, several leading specialists in the contact center industry confirm that 2026 will be a major turning point, reshaping the future of customer experience globally.
According to Jeff Lands, CEO of Digital Experience at NextCX Global, contact centers will transition to an “Augmented Workforce” model, relying on the complete integration of human agents and Artificial Intelligence (AI) in daily operations.
He notes, according to callcentrehelper, that “AI will not replace humans, but it will make them stronger and more capable of making decisions.”
Dr. Caroline Harper, Director of AI Research at the Institute for Customer Excellence, believes the most significant shift will be the transition from traditional service quality to the concept of “Quality Intelligence”—a new model based on analyzing the root causes of outcomes, rather than just monitoring performance.
She explains that using qualitative data and scenario analytics will allow for deeper and more sustainable performance improvements.
Alex Morgan, Chief Analyst at CX Insight Lab, confirms that the increasing reliance on Generative AI tools will enable contact center managers to ask complex questions in natural language and receive instant conclusions, without the need for complex analytical systems.
He describes 2026 as the “Year of Data Democracy,” where analytics become accessible to everyone.
Angela Rodriguez, VP of Customer Experience Design at Unified Support Systems, indicates that video will take up a larger space in customer support, especially in areas requiring a direct view of the problem.
She affirms that “visual support will become a natural component in sectors like healthcare, financial services, and home maintenance.”
Experts did not overlook the role of “Virtual Agents.” Mark Chow, Director of AI Solutions at the Global Contact Center Association, predicts that these systems will work side-by-side with human employees, with a smart ability to determine whether a customer needs a human or automated agent, based on the complexity and value of their case.
Eva Steiner, Specialist in AI Governance at the European AI Compliance Board, also points out that 2026 will mark the beginning of a new phase of mandatory compliance with AI governance laws, especially after the entry into force of European Union legislation. She asserts that “AI governance will not be an option, but a regulatory necessity.”
Richard Grant, Expert in Technical HR Management at the Future Workforce Alliance, warns against excessive reliance on automation, explaining that the high level of automation means an increased value for human skills such as empathy, innovation, and problem-solving—elements that will become the true differentiator among competitors.
In another context, Samuel Brooks, Executive Director of Cloud Communications Solutions at CloudCom Networks, confirms that Communications Platform as a Service (CPaaS) technologies may surpass traditional contact center systems with the expanded use of interactive RCS messaging, which enables customers to execute complete transactions via the messaging app without communicating with an agent.
Experts agree that 2026 will witness the transformation of contact centers from support hubs into engines for growth and revenue, thanks to the integration between AI and human agents. Harold Davis, Head of Digital Strategy at the CX Transformation Group, confirms that the organizations that will lead this transformation are those capable of effectively using data, not just those that collect it.
The experts conclude that the future of contact centers will not be a struggle between human and machine, but a balanced partnership where AI is an enabling tool, and the human element is the decisive factor in crafting an exceptional and more humane customer experience.
