Technology is undergoing a dramatic period of change in the business world. So, as we enter 2026, the general trend in the industry is toward “optichannel” customer management systems, with dynamic routing of customer interactions to the most efficient channel for quick resolution. Today’s shoppers expect hyper-personalized, memory-rich support journeys across voice, text, and social channels, and they want support agents to be aware of them before they even log on.
