Contact Center Trends in 2026

The role of the contact center continues to evolve alongside the rapid adoption of AI. 

In recent years, AI has shifted from being a mere support tool to becoming the core foundation in shaping operations, service strategies, and more integrated customer experiences.

In this episode of Smart ConneXion, we invite Mr. Andi Anugrah, Chairman of the Indonesia Contact Center Association (ICCA) and Founder & Director of Telexindo Bizmart, to discuss the direction and trends of contact centers in 2026. This discussion explores the challenges of unifying various service channels, the role of AI as a co-pilot for agents, and how organizations can prepare for a contact center transformation that remains relevant, efficient, and future-oriented toward customer experience.

If you have any questions or would like to discuss this further, please contact us at:

🌐 https://kpsg.com/en/contact-us/