How To Improve the Customer Journey in Finance

Looking forward and finding ways to adapt to new technology and new best practices is a key aspect of any business and it is important to understand the growing customer experience management trends to be able to provide a memorable experience. boostCX is looking forward to help you get ahead of the curve with this list of New Customer Experience Management Trends for 2026. Learn more about how hyper-personalization, Artificial Intelligence (AI), proactive customer experience strategies, and more will shape the future of the CXM.

5 Emerging Trends for Customer Experience Management in 2026

The customer experience (CX) has never been more important.

An estimated 90% of businesses make it their primary focus and 73% of customers say that the customer experience is the number one thing they consider when deciding whether to make a purchase. The global customer experience management market is projected to grow from $22.35 billion in 2025 to $68.24 billion by 2032 and it's clear that investing in a positive customer experience is a valid strategy to drive revenue.

Here are five key trends that will define a winning CX strategy in 2026 and beyond: 

Hyper-Personalization of Customer Experiences

Hyper-personalization is about taking customer experience personalization to the next level by using advanced technology, like AI and machine learning, to create highly individualized experiences. This goes beyond traditional personalization, which might use a customer's name or purchase history, and uses a broader range of data points, such as browsing behaviors, location, and even contextual factors to tailor interactions in real-time. This can involve anything from dynamically customizing a landing page with relevant content to a chatbot that proactively suggests a new interest-earning account to a bank customer.

Continued Development of AI Technology

The use of Artificial Intelligence in customer experience is growing rapidly, with an estimated 22% growth in the conversational AI market between 2020 and 2025. AI-driven chatbots and virtual assistants have the ability to provide 24/7 support and handle simple customer interactions, freeing up human agents to focus on more complex issues. AI also opens the door to sentiment analysis, which helps businesses understand the emotions behind the customer feedback from various platforms.

Increased Use of Predictive Analytics

Predictive analytics is the use of data, statistical algorithms, and machine learning to forecast future customer behaviors and needs. It allows businesses to move beyond reactive service and anticipate potential problems before they become more severe. By analyzing a customer's history and real-time patterns, a company can proactively send an alert or offer a solution, which helps prevent customer churn and improves customer retention.

Increased Focus on Emotional Intelligence

In a more automated world, Emotional Intelligence (EI) in human agents is more important than ever. Emotionally intelligent agents are able to empathize with customers, de-escalate tense situations, and build stronger relationships, which helps build brand loyalty. By developing skills like self-awareness, self-regulation, and active listening, support teams can turn negative interactions into positive ones and make customers feel valued.

Continued Optimization of CXM Strategies

Always optimizing CXM strategies will be a key focus for companies in 2026. This involves using innovative tools and technologies to gather customer data, identify customer pain points, and create customer journey maps. By regularly monitoring KPIs like customer satisfaction scores (CSAT) and Net Promoter Scores (NPS), businesses can measure the impact of CXM strategies and make sure they are meeting expectations.

READ MORE: How To Find the Right Customer Experience Management Software

As customer expectations continue to grow and change, it is even more important to stay ahead of these New Customer Experience Management Trends for 2026. By embracing hyper-personalization, AI-powered solutions, predictive analytics, emotional intelligence, and continuous strategy optimization, you can set your business apart from your competitors.

‍Contact boostCX today to see how our customer experience management platform can help you implement these trends and strategies!

Omnichannel customer experiences ensure that your customers have a flawless and consistent experience no matter where they interact with your business, whether it is in person, online, by phone, or by mobile app. Businesses who are unfamiliar with omnichannel strategies may be asking, why use omnichannel customer experience management strategies? We are here to help answer your questions about customer experience management at boostCX.

Top 5 Reasons to Use Omnichannel Customer Experience Strategies

The omnichannel customer experience is a multi-channel approach that provides the customer with a consistent and integrated experience at every touchpoint, ensuring that context and conversation history follow them as they interact with your business. Whether it's an automotive dealership helping a customer with online research, scheduling an in-person test drive, or providing post-purchase service reminders via an app, or a retail brand allowing a shopper to browse on their phone, purchase online, and return an item in-store with consistent support, omnichannel strategies are universal and effective.

Investing in an omnichannel strategy offers significant advantages:

1. Consistent Customer Experience

Omnichannel strategies ensure your brand's voice, information, and service quality are consistent across all customer touchpoints, to build trust and reliability with your business. For example - a retail customer who asks a product question via website chat can later call customer service, and the phone agent can seamlessly pick up where they left off in the conversation with an accurate chat history. Companies with strong omnichannel customer engagement strategies retain an average of 89% of their customers, versus 33% for those with weaker strategies.

2. Improved Personalization

Personalization of the customer experience is key to success in many industries as 80% of consumers are more likely to purchase when they have a personalized experience. By integrating data from multiple channels into a comprehensive customer profile, businesses gain a complete view of individual preferences and behaviors, allowing them to be more effective in personalizing experiences. Automotive dealerships, for example, can combine a customer's online vehicle configuration choices with past service records to offer a relevant maintenance packages or personalized offers. 

3. Improved Engagement with Customers

Meeting customers on the channels they prefer and where they are most active and maintaining a continuous, consistent conversation makes interactions more effective and enhances engagement. Imagine a travel agency sending a flight delay notification via SMS and including a link to rebook the flight directly, with phone agents aware of the situation if the customer chooses to call. This is convenient for customers and powerful for marketing teams using multiple channels to create higher order rates.

4. Improved Data and Analytics of the Customer Experience

Data and analytics are key to the success of many businesses and an omnichannel strategy breaks down data silos and consolidates customer information from all touchpoints into a single, comprehensive view. This promotes more relevant analytics about the customer journey, behavioral patterns, and friction points. For example - a supermarket chain can analyze data from online orders, loyalty program purchases, mobile app interactions, and customer service calls to identify popular products or better understand where customer service can be improved across the entire shopping experience.

5. Improved Customer Experience KPIs

The combined benefits of consistent, personalized, and enhanced engagement through omnichannel strategies leads to better performance on key customer experience KPIs. Businesses that effectively implement omnichannel engagement see an average 9.5% year-over-year increase in annual revenue, compared to just 3.4% for companies with weaker, more limited strategies. This indicates a positive impact on reducing customer churn and improving overall customer loyalty metrics.

‍READ MORE: What Is an Integrated Customer Experience Model?

In the modern economy, customers dictate how and when they interact with your business and understanding why you should use omnichannel customer experience management strategies is almost a requirement for success. It is all about creating a unified, consistent, and customer-focused experience that meets expectations, builds stronger relationships, and drives long-term growth for any business.

Contact boostCX for a demo of our customer experience management platform!