Contact Centre Predictions for 2026 and Beyond 

You are here:
  1. Home
  2. Event
  3. Contact Centre Predictions for 2026…

What lies ahead for the contact centre industry according to those leading the charge? Join us as we explore the trends, challenges and opportunities shaping the next era of customer engagement. 

Driven by technological advances, evolving workforce priorities and new fiscal strategies, our industry is entering another exciting phase of change – one filled with myriad opportunity to innovate, adapt and grow. With the rapid development of AI, the transformation ahead promises to be every bit as significant as the one that followed the pandemic.

In this highly interactive session, Leigh will dig into what contact centre leaders and industry influencers are predicting for 2026 and beyond, including:

  • What are industry leaders and their organisations prioritising for the year ahead?
  • Will investment in people, technology and operations rise, fall or stabilise?
  • How is AI and the use of tech set to evolve in organisations over the coming year?
  • How are leaders adapting their people strategies to meet the impact of AI?
  • How are customer behaviours and expectations evolving, and how much influence is being driven by demographic changes?
  • Is the contact centre operating model due for a complete redesign?
  • Which roles will emerge as critical to future success?

Register now to gain insight, ideas and inspiration to help shape your 2026 contact centre strategy and stay one step ahead in an industry that never stands still.

About the Speaker

Alex Grundy, Head of Customer Experience, Plus Dane Housing

Alex is currently the Head of Experience at Plus Dane Housing and has worked in the housing sector for nine years. Prior to that, she held roles in local government, making the transition into the public sector after beginning her career in financial services. Starting as a graduate recruit in a demanding 24/7 call centre environment, Alex has built her entire career around customer service operations in various capacities.

In her current role, she oversees the customer operational teams and leads the delivery of Plus Dane’s Customer Experience Strategy. She recently served as the business lead on the organisation’s unified communications project, successfully implementing 8×8 across the contact centre and the wider business. At present, she is focused on developing a new service delivery model and supporting the implementation of a new repairs system—work that takes place amidst growing pressures from new legislation, system updates, and increased customer demand. Despite the challenges facing the sector, Alex finds the work incredibly rewarding.

Alex is a strong advocate for professional networks and collaboration. She is an active member of the CCMA’s Housing Special Interest Group and currently serves as Deputy Chair of iNetwork’s Transforming and Innovating Public Services programme.

Outside of her role at Plus Dane, Alex is a regular contributor on BBC local radio as a television commentator and critic—something she enjoys immensely for the contrast it offers to her day-to-day work.

Supported by

Where and when?

Date: Thu 15 Jan 2026

Time: 12:00 – 13:00

Location: Online

Who is it for?

Open to all.

Why should you go?

The contact centre industry is evolving faster than ever and staying ahead means understanding where it’s heading next. This exclusive online session brings together frontline leaders, strategists and innovators to share their predictions, priorities and practical insights for 2026 and beyond. 

Whether you’re shaping strategy, leading teams or driving customer experience transformation, you’ll gain: 

  • Fresh perspective on emerging trends and technologies shaping the industry. 
  • Actionable insight into how AI, people strategies and customer expectations are changing. 
  • Practical ideas to future-proof your operations and stay competitive in a shifting landscape. 

Join the discussion, challenge the status quo and leave with inspiration to help redefine what success looks like in your contact centre. 

How much is it?

Free to attend.

Go Free

Become a member for

  • Free events
  • Discounts on training
  • Member hotline
  • A huge peer network

Join today for immediate access.

Join »
Go to Top