2026: The Year of Compound Capabilities

2026 will be the year of compound capabilities, where companies stop launching fragmented initiatives and instead integrate technology, analytics, and culture into a unified system.

The defining question for CX in 2026 is not how to make experiences memorable, but how to make them meaningful and measurable at once.

The uncertainty principle of experience drives us to design systems that learn, respond, and remain human even as they scale.

Entropy reminds us that meaning is born from variation, and emotion from surprise.The prosaic keeps it stable. The memorable keeps it alive.

Customer experience is shaped by rippling small interactions.The butterfly effect reminds us to design experiences that are personal and scalable.

Picture an employee logging into a virtual meeting at 8 a.m. sharp. They deliver results consistently, adapt to new tools, and stay available long after […]

Imagine booking a flight online. The ticket price looks reasonable, but by the time you reach checkout, extra fees for luggage, seat selection, and even […]

How AI and automation reshape what we still call “human experience” The ancient thought experiment of the Ship of Theseus poses a deceptively simple question: […]

Customer experience (CX) has become one of the most frequently used terms in business strategy. Leaders pour resources into service design, satisfaction metrics, and loyalty […]