När AI får en allt viktigare roll i kundupplevelsen flyttas fokus från enskilda tekniska initiativ till organisatorisk mognad. Enligt Transcoms nya rapport ”2026 CX Trends: Paradoxes Leaders Can’t Ignore” är det inte främst AI-driven automatisering i sig som avgör framgången, utan hur väl din organisation hanterar de spänningar som riskerar att uppstå när AI införs i större skala. Kundupplevelsen 2026 beskrivs därför inte som en linjär utveckling, utan som ett antal paradoxer som måste balanseras mot varandra.
5 CX-trender som formar kundupplevelsen just nu
kundmötet AI kommer att prägla kundupplevelsen under 2026, men kanske inte på det sätt du tror. Enligt kundserviceföretaget Transcom finns det fem paradoxer som CX-ledare måste ta ett grepp om.

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– Frågan som ledare ställer sig är inte längre ”Ska vi använda AI i CX?” utan ”Hur använder vi AI utan att förlora förtroende, tydlighet eller kontroll?”, säger Jeff Blair, tillväxtchef på Transcom.
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ScJ5QAg4Jufob4uEog/QpFKTVF3SBDCwBJ+dwE3GTDOgm0+Zoc2CWtPpRenxeAl0hJpBoWcDoIvnDq4gr7R2UtTMETvaSfq//i92laMes3xwUDmgV91bljnGL1MbHcoThWTaXTxaNKuMUleDckWOALOrg/Ijpa/GW5lBM63xNFF5Z0+LDSW4lRYQv+/8GXTclSsCsh7Ok+DyryN51h5UD63vjzdHmBYi6R0zwnN+9FxuWCvlAt8L0jXXCZ8yv2n0zsIC0TKarcl7uZqfpRJmhY6nQtHdJb5FaarRnYo35yoexb8/ieVpIRrLcBk/GUxRI/ZrK8ot/aaT2im/yZchwDMqi5rp3/JRRHRwRIqZQQ+yMz0UaJ3myWTnduFvE3N9aa1NNBnGea+BEVIFc/iYGSY5KW+IAt0LthWAzPgagM2dQuSIhZvwIkbl8QplwOGSyn0/d7FHWufH7IhIGn7ENGkEBTVh1l2Jqj/wm2gAFMqrQq0BOXb6z2ZwYPVvNs6gMs4p0gyJNMWCtk8zswUpYOmkRUyzico+dhHO7z+xsf2mIy0q4oPbVhEtk4yPCd9FZBEfjKxmzG6Z36WKRuS/xKS5r/owB6zG4zcRyjs3jKR9nlCM/0BIJIbeHIqylpXsd2ERtijj1S3k4xXgS8EgSd4USseb1+qYMRo84gutsRaF67d0nSctgN3h8Pw+50ifMqdzxWmJ6f3E7yFlu7VDQVY2sjPI4HCOXLScjnotHpmtpN9S0kla61cXDMXi5+a0M3r6SvFR7hAyYMYtVDIwk4wOSPyDhpaUAx55Pe7D3ZkDQxLu5mJ5NUp3ddknMcjT47q8aqANib/8yYW4OAkIB0cxsRAJw12aOIf5I8nCoFTh6niaL+YUljqqlxgHaqPoqK8Mcn1EU0klE1wlzuKORjCNjYlJkJ8XlnIQcAmMsfSwBUHtQnL0Zy3zYwmcUcvsKIrVAFrzu9Nsf9Mq96lMyb+QYa2/sZRYsFrgMWWvmMroDGAz09+r2JfaoIHH9INi62am+krrHmSMo4vcDXduHzgGZMlTrr3BmrQfD25NMzInZujem7hbxNzPFO2I7mV6BGKu02sAdkZhraWVYDNlUHb6tjfOyH+9jgJDmlXIT96Kuw612xTr4QeUk9lSDDbUCGjDQdOGj2cN4114/v5/CYGqNmOM6TdQKYoehiLh9Rmi6vumB5x3S/ObEf1XDuIBLmBq1CCKEMMgBRTheWuWllEtI/Kw7RdbL1mSxhAPEPEQ5y86kIShefU2JVImE2TV2VA8cN4dcKOaxYNahZrpZ6Kg5UHpmpDzchieK7qNFLJiD+CMf7PntKNFIcbbR53ty6loshBQtirr/GR65l4kLyfOH9hLzex0oSezCPYV3voNTe7PxUpZ7M9NOOKKbYkMTxByt88aYNEWMq8fmGD93aeDhOj0mo5TN/h6H4nWP1l36A+dazIthctxbFgiGH2i9r5ic67SJ97SWUrPG467evk0LeSYWyrurRSl4Efp8kJ++oe8ImDsQa8FtxcBZhX/g/Zlgo1bT8bXvsDaEAXgGy46qaK1WD93+96PZPw4PdKOTen+f4Wty3uShQm+8iHF4nA3xPGrFRvGBn0bVaMWfYv5ykoWeP+Ik7hAUFyyBmcMXdlD9x1LBd/3xo4onnHFtR2TpdVwjqfyfCXrYM04CWjvrV0GYnoOsk5ykkRgBIMWP8RmZw8ltYrcUntS9tcbyob7/7JdsoL0yAMkm7cIAsUMboeLehnKKoU55dPrk4zLGWOar6r7SPsLbMhbj5qRZ6Nin7b4bVCAy30kzkDygF+cXKAsIkV8vBJ/Tm49XORBaySK72uY9ADIr7fgpP/JeoJoAFSo8Qt4pM2TFcG44/y2ThiFw+q3OEg7MVlbtUegnFsedYodQF1vQuoi3clORJlkwp+C4f6lUwchqVE2nPOD11aFeYBc+qmgVw+4HTsCh2FfuoYHoG/kpwGLxhh66GCsjhlYh/3jeNga7WF8Qw8BS/lcPOM27KqG8PedTLo4APErP1wgR/ftwlIYNkQ2EcInIp+kDJCY7n0G412TArsYxtj3fRQ9grq8aQVf6qFjDpcX4O4jFwo2WeOl9Pv5mKcPf2X7YVy58ioGhq6AJpWqxWJgIzhijd3zaiX0N6+i3tz74bOnKaBPLsVPMKCxvFAi2nyZnMjQjZ9cRd4woKOBH1Ze5F443j3nz7f4mnOmMZzYf9i5SHCzXSXbtuM4Rk4mNVyaDM7lMS14OCMjJVvHEpWexIwTiagPR+hp4gCQPXW/iNjPkZyijlJhyuXVZQte6CvyshniXhocZXBvccJDDV816p+CkzKNJwsW16lx/rbbaBDuOg6lEfYPNSsNvodbIGDYlxE0/TBeJkW+F7CZCdl6Ha2Hs/p1CLCxATmTmvojT/4HLlujnE2SZkcH9v6j3DfBM9vLPg==
