Customer Support in 2026: What to Prioritize?
On-demand webinar: Customer support in 2026
Automation reached maturity, but customer trust continues to erode when interactions feel generic. Workforces need sharper judgment. Operations need more agility. And AI delivers real value only when the groundwork is right. This webinar by Simply Contact discusses the theory and practice of navigating these realities.
The next phase isn’t about “AI-first” or speed alone, but confidence, clarity, and responsiveness. Learn how your teams can stay ahead, capture silent signals, and maintain the emotional continuity that truly differentiates your brand.
Key points discussed
- Why automating the easy tickets leaves agents with only the hard ones
- AI as multiplier, not solution: why messy processes just get automated faster
- Co-pilot over full automation: where AI assistance actually holds up today
- Blending voice and written channels without losing agent skill depth
- Training agents to work with AI, not just training AI itself
- Reading unspoken signals: what frontline teams see that surveys miss
- Navigating cultural and market nuance across European delivery teams
- Getting support operations genuinely ready for 2026, not just AI-ready
Speakers
Jerry Angrave
CX Advisor, CCXP
Empathyce
Frames the macro shifts reshaping customer expectations across industries, and pushes the conversation past AI hype toward what teams need to actually deliver in 2026.
Iryna Shevelova
Head of Enablement, Customer Care
Superhuman
Explains why AI works best as a co-pilot rather than a replacement, and why messy processes or inconsistent content get amplified, not fixed, once AI is layered on top.
Anna Bielikova
Chief Operating Officer
Simply Contact
Shares how outsourcing operations adapt to rising case complexity and cultural nuance across markets, from blending channels to matching agents across countries during ramp-up.
