Geminai founder Joanne Stanway was recently featured in CXM Today, sharing insights on the evolving landscape of customer experience (CX) in 2026.
The article explores how organizations are moving beyond flashy technology toward a deeper focus on understanding customers, building trust, and reducing friction. As AI becomes more embedded across customer journeys, expectations are rising, and companies must balance innovation with reliability and human connection.
In her contribution, Stanway emphasizes the importance of listening deeply, staying adaptable, and designing experiences that are both proactive and human-led. While AI plays a critical role in scaling insight and personalization, she highlights that customers still expect knowledgeable people to guide relationships and take ownership of outcomes.
The feature reinforces a key theme shaping the future of CX: the most successful organizations will be those that use technology to empower human connection, not replace it.