# Ep. 62 - The CX trends that matter in 2026 - Insights 10

Page: https://stenobird.com/podcast/the-experience-edge-7117779/ep-62-the-cx-trends-that-matter-in-2026-insights-10
Text version: https://stenobird.com/podcast/the-experience-edge-7117779/ep-62-the-cx-trends-that-matter-in-2026-insights-10.md
Podcast: [The Experience Edge](https://stenobird.com/podcast/the-experience-edge-7117779)
Published: 2026-02-11T06:44:57+00:00
Episode link: https://podcasters.spotify.com/pod/show/experienceedge/episodes/Ep--62---The-CX-trends-that-matter-in-2026---Insights-10-e3eubnu
Audio file: https://anchor.fm/s/fb8746cc/podcast/play/115338430/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-1-11%2F417881856-44100-2-33af96f08ad2f.mp3
Processing state: not_requested
JSON: https://stenobird.com/v1/public/podcasts/the-experience-edge-7117779/episodes/ep-62-the-cx-trends-that-matter-in-2026-insights-10
Duration seconds: 557

## Resource

What if 2026 isn’t the year of the agentic enterprise? Most predictions paint 2026 as the moment AI suddenly takes over customer experience end to end. Autonomous agents. Self-driving journeys. Overnight transformation. In this Insights video, Jochem challenges that narrative - and argues the real shift is quieter, slower, and far more operational than the hype suggests. The risk for leaders isn’t moving too slowly - it’s aiming their CX strategy at a future that hasn’t arrived yet. In this video: Why 2026 is about agent adoption - not agentic transformation How narrow agents quietly reshape CX work at the edges of journeys Why data validation becomes the real bottleneck for AI in CX How CX teams shift from insight production to stewarding trust When asynchronous AI work changes the pace and depth of decision-making If speed is no longer the advantage, what does it mean to scale trust instead? Follow Jochem on LinkedIn: https://www.linkedin.com/in/jochemvanderveer Learn more about Journey Management with TheyDo: https://www.theydo.com #CustomerExperience #JourneyManagement #ServiceDesign #ExperienceDesign #CXLeadership #AIinCX #DecisionMaking #OrganizationalDesign #SystemsThinking #ProductStrategy #ExperienceStrategy

## Actions

- request_transcript: `POST https://stenobird.com/v1/public/podcasts/the-experience-edge-7117779/episodes/ep-62-the-cx-trends-that-matter-in-2026-insights-10/transcription-requests` — Idempotently request low-priority transcript generation for this episode.
- read_markdown: `GET https://stenobird.com/podcast/the-experience-edge-7117779/ep-62-the-cx-trends-that-matter-in-2026-insights-10.md` — Read the agent-friendly Markdown representation of this episode resource.

A page view does not enqueue transcription. Agents should invoke `request_transcript` explicitly when they need this episode processed.

## Transcript

Full transcripts are not published on public pages unless there is a clear rights basis.