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2026 APAC Outlook: The Five Themes Shaping CX Success This Year

02/19/2026 02:00:00 UTC | 45 mins

CX Is Evolving—Are You Ready for What’s Next?

Customer expectations are rising, AI is reshaping interactions and trust has become the ultimate currency. As we step into 2026, CX leaders face both challenges and opportunities to stay ahead.

Join Helene James, Senior CX Consultant APAC at Press Ganey, for an exclusive webinar where she will unpack the key CX themes defining 2026—backed by insights from our new survey of over 2,000 APAC consumers as well as real-world examples from leading global brands.

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What you'll learn

How rising expectations continue to redefine customer relationships—and what it means for your CX strategy.
How striking the right balance between human touch and AI creates meaningful experiences.
Why hyper-personalisation is no longer a 'nice-to-have'.
Where omnichannel strategies are falling short—and how to get them right.
Why transparency and trust are critical to protecting consumer confidence.

Featured speakers

Helene James
Senior CX Consultant
Press Ganey

With more than 20 years of industry experience in agency and client organisations including Commonwealth Bank and nbn, Helene has worked across customer experience, research, insights and strategic planning before joining Press Ganey's team of consultants right here in APAC. She brings her expertise to support clients to continually evolve their CX programs and to deliver excellence in customer experience.

The world’s top brands trust PressGaney to deliver breakthrough experiences

"Press Ganey has transformed how we understand and improve our patient experience. The insights we've gained have led to measurable improvements in satisfaction scores."

- Healthcare Executive