A Look Ahead At CRN In 2026
destination CRM, Monday, February 2nd, 2026
As the following predictions indicate, artificial intelligence and automation are table stakes in the CRM industry; their influence is either mentioned or implied in nearly every prediction by industry insiders for 2026. But another trend is AI's opposite: the need for interactions that are authentically human. Read on to see which technologies and strategies will loom large this year.
What's Next for Customer Service and the Contact Center
'In 2026, human-machine interaction will be won on context, not automation. Voice may be the most natural interface across user experiences, but only if devices understand who's speaking, from where, and with what intent. CRM platforms that embed context-aware, on-device voice intelligence will turn scripted interactions into conversations that feel personal, trustworthy, and seamless at scale.' -Dani Cherkassky, cofounder and CEO, Kardome
'In 2026, customer experience will be defined by how well brands balance automation with authenticity. Brands that win will make self-service seamless while ensuring human connection is always within reach for moments that require empathy. Rather than replacing humans with AI, the future is about orchestrating both to build trust and loyalty.' -Jadah Hawkins, global market leader for retail and e-commerce, Alorica