The CX Job Just Got Bigger

The new CX Horizons report makes one thing clear: AI, trust, and discoverability are expanding CX from journey design to operating model ownership.

CX Horizons: The State of CX in 2026, from CX Network, is positioned as a state‑of‑the‑industry report. I read it as a state‑of‑the‑job report. Across 342 CX practitioners and 12 CX leaders (myself included), you can see the role stretching from journey design into AI governance, trust, and operational accountability.

We already know AI is everywhere.

Wh…