In a recent LinkedIn post, customer service expert •Shep Hyken discusses key findings from the 2026 Customer Service & CX Research, offering valuable insights for leaders in the field. Hyken emphasizes that while technology is crucial, the human element remains paramount in delivering exceptional customer experiences.
Hyken highlights the evolving preferences of customers, noting a significant demand for both traditional and digital support channels. According to the research he shared, “68% still prefer phone support, but nearly half expect digital options, too.” This duality underscores the need for businesses to offer a comprehensive, multi-channel approach to customer service.
“AI-first works, but AI-only does not”
This statement from Hyken’s post directly addresses the limitations of over-reliance on artificial intelligence. He argues that while AI can streamline processes and offer quick responses, it cannot fully replicate the empathy and nuanced understanding that human agents provide. The research indicates that customers prioritize speed, but their ultimate satisfaction is more closely tied to feeling understood and confident in the resolution provided.
The Imperative of Human Connection in CX
Hyken elaborates on the delicate balance required in modern customer service. He points out that negative experiences, such as repeat calls or system failures, are actively eroding customer trust. This sentiment is echoed in his observation that “repeat calls and broken systems are eroding trust.” Therefore, businesses must focus on improving efficiency without sacrificing the quality of human interaction.
Designing for the Future: AI-Enhanced, Human-Centric Experiences
The core opportunity for businesses in 2026, as outlined by Hyken, lies in designing customer experiences that are “AI-first, but human-always.” This strategy involves leveraging AI to enhance operational efficiency and agent capabilities, rather than replacing human interaction entirely. Hyken suggests that this approach necessitates eliminating friction points in the customer journey, improving first-contact resolution rates, and empowering service agents with better tools and systems.
“Customers want speed, but they value empathy and confidence more”
In Hyken’s view, the companies that will ultimately succeed are those that can master this blend of technological efficiency and genuine human connection. He stresses that AI should be used as a tool to augment the human element, enabling agents to provide more personalized and empathetic support. This strategic integration ensures that technology serves to enhance, not diminish, the crucial human connection that builds lasting customer loyalty.
The research, as presented by Hyken, provides a clear roadmap for businesses aiming to excel in customer service and CX. By focusing on a human-always approach, augmented by intelligent AI solutions, companies can build stronger customer relationships and achieve sustainable growth.
📝 About This Content
This article is based on insights shared by •Shep Hyken on LinkedIn.
📅 Originally posted on February 18, 2026 | View original post on LinkedIn →