The information and communications technology (ICT) industry is undergoing an important transformation, evolving from traditional hardware- & software-centric, and communications infrastructure to cloud-based, interconnected digital ecosystems. This shift has been driven by advances in artificial intelligence (AI), mobile computing, big data analytics, and the Internet of Things (IoT), which have collectively transformed the ICT industry, allowing businesses of all sizes to leverage technology tools that were once available only to large enterprises, fundamentally reshaping how companies engage with their customers and deliver value.

This technological evolution has impacted customer experience (CX) delivery, enabling organizations to provide personalized, omnichannel interactions that meet increasingly sophisticated customer expectations. Modern ICT infrastructure allows companies to gather and analyze customer data across touchpoints, anticipate needs through predictive analytics, and support customers through an increasing array of AI-powered tools.

This global research offers a current snapshot of this transformation, highlighting important ICT industry trends and their impact on CX delivery through 2026. A survey was conducted in from January to March 2025 and includes data from 127 respondents.

Key findings include:

Enhancing customer experience (CX) is the number one business priority for the ICT industry, followed by ensuring business continuity and improving and leveraging innovation.

GenAI adoption is accelerating as the technology moves beyond pilots into production in contact center environments, with 69% of ICT organizations using or trialing it. An additional 24% intend to adopt GenAI in the next year.

Omnichannel integration continues to be a priority with ICT contact centers, but challenges, including system integration and cost remain.

Author: Bernardin Arnason