Customer experience has changed more in two decades than most leaders can keep pace with. In 2026, the pressure is acute: more channels, less patience from consumers, flat budgets, and technology that’s hard to integrate. This white paper — commissioned by Inspiro, featuring custom research conducted by Ryan Strategic Advisory among 815 enterprise CX decision-makers — maps the headwinds facing in-house contact centers, and shows how to turn them into opportunities.
What you’ll learn
- The eight challenges CX leaders face when deploying new technology — and the one that tops them all
- Why 56% expect their CX investment to stay flat or shrink in 2026, and what that means for your roadmap
- How buyers now evaluate CX and BPS partners — and why value and service quality have overtaken lowest price
- Four trends to watch through the second half of 2026
By the numbers
815
enterprise CX decision-makers surveyed (NA, W. Europe, APAC)
62%
name legacy-system integration as their top tech challenge
56%
expect CX investment to stay flat or decline in 2026
White paper commissioned by Inspiro, featuring custom research conducted by Ryan Strategic Advisory as part of its 2026 CX Technology and Global Services Survey.
A 10-minute read that will sharpen how you plan the rest of 2026.