We’ve spent the year talking about the future of CX. Now let’s ask what actually changed.

2026 brought major shifts in AI, customer expectations, workforce transformation and the way organisations think about experience.

But what did we actually learn?

The final conversation in CX Forward brings together APAC perspectives to reflect on the shifts, lessons and surprises that shaped the year, and what leaders should take into 2027.

We’ll ask:

• What changed most in CX during 2026?
• What surprised us?
• What should leaders stop, start or double down on in 2027?

Look back. Learn from the year. Move forward.