As 2026 approaches, the technology sector faces a defining challenge: leveraging artificial intelligence (AI) to drive innovation while preserving the human connection that underpins an exceptional customer experience. So, we partnered with TrendzOwl on their latest executive brief, “Technology Trendz to Watch in 2026 & Beyond: Driving Business Value with Human-Based Support” which explores how organizations can strike this balance through process excellence, responsible innovation, and people-centered strategies.
Technology at a crossroads
Technology has long powered global progress. Yet as AI becomes central to business operations, success now depends on human judgment as much as technical capability. The most forward-looking companies are combining artificial and emotional intelligence to create experiences that are efficient, intuitive, and authentically human.
The report identifies three key priorities for the years ahead: Process Excellence, Business Value, and Human-Centric Support. Together, these principles form a roadmap for sustainable growth. Process excellence calls for optimizing workflows across the customer experience (CX) value chain. Business value emphasizes real outcomes over technological novelty. Human-centric support underscores that, even in a digital-first world, people remain the greatest differentiator.
Delivering value through change
Today’s technology landscape is shaped by shifting trade policies, evolving customer expectations, and rapid digital disruption. As the TrendzOwl report notes, success depends on internal readiness as much as external agility. Companies that have modernized systems, streamlined processes, and built responsible AI governance are best positioned to turn transformation into measurable value.
As UCD professor Joe Peppard reminds us, “Technology doesn’t drive change — people do.” Many organizations still rely on outdated systems designed for transactions rather than experiences. Reimagining these structures to integrate AI with human expertise empowers subject matter experts (SMEs) to deliver faster, smarter, and more empathetic support.
The power of human-centric support
Despite the rise in automation, customers still want a human touch when it matters most. According to COPC’s Global Benchmarking Series, 42% of customer issues are ultimately resolved by live representatives — evidence of a lasting preference for direct, real-time communication in complex or emotional situations.
TrendzOwl’s analysis reinforces that the technology industry’s edge lies in its people. While AI and large language models (LLMs) can streamline operations, they cannot replicate empathy, intuition, or understanding. As MIT economist Daron Acemoglu cautions, expectations for fully autonomous AI should remain realistic. True progress comes from using technology to enhance human capability — not replace it.
A global view
Across regions, the same pattern holds true. In the U.S., customer experience scores have fallen despite record CX investments, suggesting that automation alone isn’t enough. Europe faces infrastructure and regulatory challenges, while the Middle East works to balance digital innovation with culturally attuned service. Africa’s mobile-first youth are redefining engagement, and Asia-Pacific continues to lead AI experimentation — from China’s open-source platforms to Japan’s enterprise-scale deployments. Everywhere, one truth stands out: technology must serve people, not the other way around.
Turning insight into action
To help businesses translate insight into impact, the report highlights TP’s Digital Integrated Business Services (D.I.B.S.) framework — an approach that unifies automation, data, and human oversight across the CX ecosystem. At TP, our goal is to meet clients where they are on their journey. We design flexible AI solutions that evolve with their needs and help them stay agile as technology advances.
Both TrendzOwl and TP stress that the future of transformation depends on how well organizations combine digital capabilities with human intelligence. As McKinsey notes, “The right experience isn’t just a quick digital transaction — it’s understanding the customer, the context, and delivering the right solution at the right time.”
Where technology meets humanity
The TrendzOwl report makes one thing clear: the future belongs to companies that unite digital precision with human empathy. In the age of AI, organizations can no longer afford to be merely AI-focused — using technology to enhance existing systems or processes. To truly stay ahead, they must become AI-native, building AI into the very foundation of their strategies and operations. This shift isn’t just about efficiency or automation. It’s about creating adaptive, data-driven models that continuously learn and evolve. More importantly, it’s about using AI not as a replacement for human connection, but as a catalyst that amplifies empathy, understanding, and the human experience at scale. Indeed, process excellence, innovation with purpose, and a people-first mindset will define the next generation of tech leaders.
Download the full Technology Trends Report from TrendzOwl to learn how leading organizations are creating the next era of customer experience — where intelligence meets empathy, and innovation becomes profoundly human.
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