2026 Trends in AI and Customer Experience

Customer expectations have evolved, and there are new pathways to content and brand discovery. Organizations are in a frenzy to redefine what meaningful experience looks like in an AI-driven world. Comfort with AI — both from customers and employees — is quickly becoming a leading indicator of how future interactions will take shape.

Learn from Adobe’s Adam Justis and Vivek Pandya and Oxford Economics' Sundus Alfi as they unveil the top 2026 AI and customer experience trends shaping this new era. Then join us in conversation with Neil Letchford from Virgin Atlantic on how they are leveraging AI to deliver hyper-personalized experiences that feel human, authentic, and trust-driven. 

Join this session to:
•    Learn how customer demands have changed, attention is shrinking, and comfort with AI is evolving. Then discover what it means for marketers and CX leaders in the year ahead.
•    Explore how organizations are finding measurable improvements in generative AI and are ambitiously building the next frontier in agentic AI
•    Stay ahead of the curve and discover how you and your brand can lead the next wave of innovation

Technical Level: General Audience

Track: AI, Innovation, and Leadership Trends, Orchestrating Experiences with AI Agents

Content Category: Thought Leadership

Audience : Advertising Marketer, Campaign Marketer, Digital Marketer, Executive, Channel Marketer, Content Marketer, Marketer, Commerce Professional, Content Manager, Martech Professional, AI Strategy/Technology , Demand Generation Marketer, Product Marketer, Brand Marketer