Customer Experience Rewired: AI, Friction and the 2026 Contact Centre

 In partnership with Zoom, this supplement explores how senior customer engagement leaders are reimagining contact centres, journeys and roles for an AI-enabled, always-on world.

Drawing on a Focus Group, survey, a podcast and an Engage Customer Talks studio broadcast, it highlights what leaders are really doing to remove friction, use AI and automation intelligently, and elevate human-centred service across complex omnichannel operations.

Within these pages you’ll find distilled takeaways, links to on-demand content and senior-level perspectives to help you turn shared insight into practical action in your own organisation.