The 2026 Service Outlook: Signals, Shifts, and Strategic Implications

As the global macroeconomic landscape evolves, technological possibilities keep rapidly advancing, the service experience for both customers and the frontline continues to be redefined. What should service leaders understand and keep on their radar as they design and execute their 2026 strategy?

Join Service Council’s CEO & founder, John Carroll, and Chief Research Officer, Gerardo Pelayo Ph.D. as they share their Top 10 Predictions for 2026, drawing on evidence to present their informed points of view.

Topics will include:

• The role and key levers of service within the organizational strategy
• External and internal challenges most relevant to achieving the strategic objectives
• Predicted attributes and distribution of best-performers in service

Whether you’re responsible for service strategy, operations, or digital transformation, this session will help you check for blind spots, separate signal from noise and get ahead of what’s next.

John Carroll

CEO

Gerardo Pelayo

Chief Research Officer