Setting the Table for Tomorrow: CX Mastery in 2026

Customer expectations are not just rising; they are skyrocketing. By 2026, the brands that create real customer loyalty won’t be the ones that send clever emails or spruce up their loyalty programs. They’ll be the ones who can almost read their customers’ minds, anticipating needs before customers have to ask. I think of it like this:

If Great CX in 2025 were a skilled short-order cook, it would have expertly filled every customer’s order as it came in. Great CX in 2026 is the master chef who knows your favorite dish before you even sit down, having already prepped the ingredients and timed everything perfectly for your arrival.

This leap from reacting to anticipating is already underway, and it is about to redefine what “Great CX” really means. With this post, I plan to explore what predictive engagement looks like, why it matters for your business, and ...