On Monday, Gartner announced its top strategic technology trends in the CX space.
The findings were revealed during Gartner’s ongoing IT Symposium/Xpo, where the business and technology insights company announced the list of trends they expected organizations to focus on in 2026.
Gene Alvarez, Distinguished VP Analyst at Gartner, announced the trends at the symposium, stating:
“Technology leaders face a pivotal year in 2026, where disruption, innovation, and risk are expanding at unprecedented speed,
The top strategic technology trends identified for 2026 are tightly interwoven and reflect the realities of an AI-powered, hyperconnected world where organizations must drive responsible innovation, operational excellence, and digital trust.
While the announcements focused on the wider technology space, several of them directly relate to the customer experience and service space.
Multiagent Systems
This is a collection of AI agents that can work across either one or multiple environments and can achieve both simple and complex tasks.
As described by Alvarez, adopting the Multiagent System allows organizations to automate their complex business processes, upgrade their teams, and find new ways for human and AI agents to work together.
These agents can be used across customer service to increase work efficiency, delivery time, and reuse previously proven solutions across workflows to reduce risk, meaning scaling operations would be simpler and allow adaptations to be implemented quickly.
Domain-Specific Language Models
This trend is an emerging demand from CIOs and CEOs so that business value is higher from AI.
The DSLMs are designed to fill the gap created by ‘generic’ large language models (LLMs), which often fall short of specialized tasks, with greater accuracy, lowered costs and better compliance.
Unlike LLMS, the DSLMs allow for training or fine-tuning on specialized data for any industry, function, or process, whilst also providing higher accuracy levels, reliability, and compliance for a business’s needs.
Gartner has also predicted that over half of the GenAI models used by enterprises will become domain-specific by 2028.
As explained by Tori Paulman, a VP Analyst at Gartner, one of the most critical differentiators for successful agent deployments is context.
These DSLM agents can interpret industry-related context and make smart decisions even in brand-new environments, as they thrive in accuracy, explainability, and decision-making.
This allows CX agents to minimize customer errors and understand customer queries at a higher level of accuracy.