Build you plan for CX success in 2026: Latest consumer trends revealed

In a global economic and political climate that is teeming with uncertainty, 2026 creates a unique window of opportunity where AI (and its agentic revolution) – if deployed strategically, can help build trust, loyalty and sustainable growth.

Join us as we dive into the latest data from our Global Consumer Trends Report and provide real-world guidance on how businesses can successfully navigate the path towards CX success in 2026.

Special guest speaker – Marc Bacchetto (Crew Lead, CX Delivery) from the Commonwealth Bank of Australia

We are excited to have the leader of the Customer Experience function from one of Australia’s largest financial institutions join this session to share his perspectives on how to approach 2026.

In this session, you’ll learn:

• Deep dive into the stats and insights behind the state of CX in Asia Pacific, including loyalty, consumer spend, and satisfaction metrics
• What consumers really think of the use of AI in customer service, and what you can do to scale service excellence
• Where to prioritise your CX efforts to see the most impact in 2026
• How to navigate the decline in consumer willingness to share their data and how you can build trust

Marc
Bacchetto

Crew (Tribe) Lead, CX Delivery
Commonwealth Bank of Australia

Ivana Papanicolaou

Head of CX Solution Strategy,
ANZ Qualtrics