Welcome to the Experience Economy 2.0
If 2025 was the year the world woke up to the potential of AI in the contact center, 2026 is the year we master it. We’ve moved beyond the initial scramble to deploy tools and are now entering an era of true orchestration. It’s no longer just about solving tickets; it’s about Smarter Conversations and Stronger Relationships.
At CX Today, we’ve watched the landscape shift seismically. Google Trends data confirms what we’ve seen on the ground: search interest for "AI Agents" increased by nearly 100% between January and September 2025. This wasn't a fleeting hype cycle; it was a steady acceleration through Q1 and Q2, cementing itself as a mainstream enterprise imperative by the end of the year.
This data signals a critical turning point. The market has transitioned from exploring concepts to demanding practical solutions for automation, copilots, and autonomous workflows. As we look ahead, our mission evolves: to be your definitive guide in navigating this complex intersection of customer strategy, operational excellence, and technological innovation.
We are thrilled to unveil our 2026 Editorial Calendar—a roadmap designed to help IT buyers, CX leaders, and strategists stay ahead of the curve.
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Three Pillars of Coverage
For 2026, we are widening our lens to cover the complete CX stack. Our editorial coverage will be structured around three core dimensions to ensure we address the needs of every stakeholder, from the server room to the boardroom:
- Customer-Centric Strategy: Deep dives into journey orchestration, hyper-personalization, and building trust in a digital-first world.
- Operational Excellence: Practical guidance on modernizing contact centers, optimizing workforce engagement, and leveraging analytics for decision-making.
- Technology & Innovation: Breaking news and analysis on Agentic AI, automation, data platforms (CDP), security, and compliance - to name just a few.
Strategic Evolution: Built for the Future
To support this expanded vision, we are making significant investments in our own capabilities:
- Team Expansion: We have doubled the size of our editorial and market analysis team to provide faster, deeper coverage of the stories that matter.
- AEO (Answer Engine Optimization): As search evolves, so do we. We are optimizing our content to ensure our partners' stories are discoverable by the AI-driven search engines of tomorrow.
- Powered by Techtelligence: Coming in 2026, our new website experience will be driven by Techtelligence, our proprietary audience intelligence engine, delivering hyper-relevant content to our readers and unparalleled intent data to our partners.
2026 Editorial Themes & Pillars
Our coverage for the year is built on a foundation of ten robust editorial pillars. These are categorized to reflect the maturing market and emerging opportunities:
The Foundation
Contact Center & Omnichannel: The backbone of CX strategies. This remains a board-level investment priority, ensuring continuous audience demand and reinforcing our authority in the space.
Expansion Areas
AI & Automation: Moving from hype to proven value. Automation is unlocking efficiency and new capabilities, making this one of the most dynamic areas of enterprise investment.
CRM & Customer Data Management: As enterprises unify data for personalized engagement, CRM and CDP adoption is accelerating, driving strong buyer interest.
Customer Analytics & Intelligence: Enterprises are under pressure to turn data into action. Analytics platforms are now central to ROI measurement.
Security, Privacy & Compliance: With data breaches and AI regulations on the rise, security and governance are now at the heart of every CX decision.