2026 has started fast, and CX is finally moving with purpose.

There’s a different energy in CX conversations at the start of 2026. Less noise, less theatre, more intent. After years of pilots, point solutions, and half-finished transformations, organisations have entered this year with a clearer view of what actually works, and what doesn’t. And one thing is becoming increasingly obvious across public sector and enterprise: Momentum in CX is shifting towards platforms that simplify, unify, and deliver outcomes rather than more complexity.

That’s why Zoom CX, paired with Acceleraate’s delivery and integration capability, is showing up again and again in serious CX conversations right now.

The CX market has sharpened

2026 hasn’t started with a flood of new ideas, it’s started with decisions. Across enterprise and public sector, we’re seeing organisations:

• Consolidating vendors

• Retiring legacy telephony and CC platforms

• Accelerating AI programmes that already have governance

• Prioritising delivery partners who can actually execute, not just advise

This isn’t about experimentation anymore, it’s about execution, because the market has learned some hard lessons over the last 18 months:

• AI without integration stalls

• CX without governance creates risk

• UC and CC separation creates friction

• Transformation without change management fails quietly

Momentum now sits with the platforms (and partners) that remove friction, not add it.

Why Zoom CX is resonating right now

Zoom CX isn’t winning attention because it’s still seen as relatively new, it’s winning because it’s coherent. Zoom made a deliberate choice early on to build CX, UC, AI, and collaboration as one platform, not a stitched portfolio of acquisitions, and that decision is paying off in 2026.

Unified by design

Zoom Contact Center sits natively alongside Zoom Phone, Meetings, Rooms, Virtual Agent, and AI Companion. That means context flows naturally across channels, agents collaborate without leaving the platform, AI works consistently, not selectively, and customers experience continuity, not handoffs. For organisations under cost, compliance, and performance pressure, that simplicity matters.

AI that’s embedded, not bolted on

Zoom’s approach to AI is pragmatic. It’s embedded across workflows, designed to reduce effort, and governed by default. We’re seeing strong demand for:

• Zoom AI Expert Assist for agent guidance and automated wrap-up

• Zoom Virtual Agent for first-contact deflection

• Automated summaries and insights across journeys

Credibility in regulated environments

Public sector, financial services, healthcare, and utilities aren't interested in hype. They want resilience, security, data sovereignty, and explainability. Zoom’s platform maturity, cloud flexibility, and governance posture are landing strongly with buyers who can’t afford risk, especially in UK/EMEA.

Where Acceleraate fits, and why momentum compounds

Great platforms create opportunity, but great delivery and great outcomes create momentum. What we’re seeing already in 2026 is that organisations aren’t just choosing Zoom CX, they’re choosing how it gets delivered, and this is where Acceleraate is consistently winning.

IntegrationHub for Zoom

Despite many CX platforms (Zoom included) offering an open developer ecosystem with modern APIs and web-hooks, most CX programmes are still falling at the same hurdle: Integration. In fact, I've lost count of the number of times I've heard a client admit they “never got around” to delivering integration.

In 2026, your CRM, ERP, case management, identity, payments, and data all need to work inside the CX journey, not alongside it. There’s no time left for excuses now – it needs to happen. Acceleraate IntegrationHub turns Zoom from a powerful platform into a connected operating system for CX and unified comms:

• Surfaces the right data in Zoom Workplace at the right time

• Syncs events and interaction data back to your system of record

• Summarises multi-source interactions automatically

Compliance-first

In UK/EMEA, especially public sector and regulated enterprise, compliance isn’t a phase, it’s a constraint. We design deployments with AI governance baked in, data residency considered from day one, and auditability and control as defaults.

Change and iteration, not just go-live

Momentum doesn’t come from launches; it comes from iteration. Acceleraate’s managed services, SuccessLine, and CX-as-a-Service models mean that platforms evolve, AI improves, journeys get refined, and performance compounds over time. This is especially visible in hybrid work environments, where operational drift kills most CX programmes.

Public sector momentum is real

One of the clearest signals early in 2026 is public sector confidence. With governance frameworks clearer and real-world references now visible, public sector organisations are moving from “Should we?” to “How fast can we do this responsibly?” Zoom CX + Acceleraate resonates because it offers:

• A single, secure platform

• Strong accessibility and usability

• AI with control rather than chaos

• Delivery that achieves real world outcomes

• Partners who understand public sector delivery realities

Enterprise momentum looks different, but it’s just as strong

In enterprise, the driver is less about regulation and feels more about complexity fatigue. Large organisations are tired of fragmented CX stacks, overlapping vendors, slow innovation cycles, and AI pilots that never scale. Zoom CX is landing as a simplifier, and Acceleraate lands as the accelerator (excuse the pun). Together we help to shorten the time to value, which is exactly what enterprise leaders are demanding in 2026.

The direction of travel is clear

2026 has started with clarity because CX leaders know what they want:

• Unified platforms

• Integrated data

• AI that reduces effort

• Partners who can deliver at pace

• Governance without friction

And that’s why momentum is building like it is. Zoom is delivering the platform that CX has been waiting for, and Acceleraate is making it work in the real world. This combination is now proving hard to ignore.