BFCM 2026: The Holiday Readiness Guide for CX Organizations
Learn key trends and best practices for self-service, workflows, integrations, retention, and AI to get support ready for peak volume.
Black Friday/Cyber Monday won’t be won by the brands who offer the lowest prices and advertise their discounts the best. It’ll be won by the brands who deliver the smoothest customer experiences, before, during, and after the purchase.
With insights from leading brands like HexClad and Jerome’s Furniture, this guide breaks down key strategies for protecting CX when peak volume hits.
What is inside
- What 2025's record holiday numbers tell you about what to expect in 2026
- How to build a knowledge base your AI agents can actually trust during peak season
- Which systems need to be connected so agents aren't hunting for order details mid-conversation
- How to turn a return into a second sale instead of a lost one
- A framework for deploying AI without sacrificing quality for deflection numbers
ℹ️ Note
Improving the customer journey can lift revenue by up to 15%.
