{"id":5883,"date":"2026-10-19T11:30:04","date_gmt":"2026-10-19T11:30:04","guid":{"rendered":"https:\/\/www.contentguru.com\/en-us\/?post_type=resource&#038;p=5883"},"modified":"2026-10-19T11:30:05","modified_gmt":"2026-10-19T11:30:05","slug":"what-contact-centres-are-doing-right-now-2026-the-customer-experience-chapter","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/whitepapers\/what-contact-centres-are-doing-right-now-2026-the-customer-experience-chapter\/","title":{"rendered":"What Contact Centres Are Doing Right Now 2026: The Customer Experience Chapter"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Whitepapers<\/div>\n                                <h1>What Contact Centres Are Doing Right Now 2026: The Customer Experience Chapter<\/h1>\n                <div class=\"publish-date\">Published: October 19th 2026<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(2, 1fr)\">\n                                    <div class=\"col \">\n                        <h3 data-pm-slice=\"1 1 []\">Where is your CX strategy really delivering value?<\/h3>\n<div>\n<p>Most contact centres now have AI on the agenda. Yet four in five still rely on customer surveys to understand how customers feel, fewer than half rate their self-service as working well, and the biggest returns are coming from somewhere other than AI. So where should CX leaders focus next?<\/p>\n<p>In the Customer Experience chapter of Call Centre Helper\u2019s 14th annual research report, sponsored by Content Guru, you\u2019ll discover how your peers are capturing feedback, delivering self-service and planning for AI, with commentary from leading CX experts including Nate Brown, Dan Pratt, Brittany Hodak, and Marianne Withers.<\/p>\n<p>You\u2019ll understand:<\/p>\n<ul>\n<li>Why 80% of contact centres still depend on surveys, and what capturing feedback from 100% of interactions looks like,<\/li>\n<li>Why proactive engagement and personalization are outperforming AI and self-service on value,<\/li>\n<li>Where CX leaders expect AI to make the biggest difference in the next 12 months.<\/li>\n<\/ul>\n<p>Fill out a few details and receive the full report as a PDF.<\/p>\n<\/div>\n                    <\/div>\n                                    <div class=\"col \">\n                        <p> <\/p>\n<form id=\"mktoForm_1274\"><\/form>\n<p> <\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Discover how contact centres capture feedback, deliver self-service and plan for AI, in the CX chapter of Call Centre Helper\u2019s 2026 research report.<\/p>\n","protected":false},"featured_media":5204,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[50],"resource_topic":[39,38,46],"resource_type":[4],"resource_folder":[70],"class_list":["post-5883","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_industry-tech-media-and-telecoms","resource_topic-ai-powered-knowledge-management","resource_topic-csat-improvements","resource_topic-lead-in-cx-and-ai","resource_type-whitepapers"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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