As organizations kick off 2026, customer experience and quality leaders are facing a clear inflection point. Traditional metrics, static QA programs, and point-in-time analysis are no longer enough to explain performance - or predict outcomes. While teams now have access to more data and insights than ever before, many are struggling with the same question: how do you turn insight into impact?

‍Join Observe.AI experts, Sneha Iyer and Chrissy Calabrese as they explore how the definition of agent performance, quality, and CX intelligence is evolving, and what the new industry standard looks like for 2026 and beyond. We’ll examine why experience can’t be understood through a single moment or metric, and why high-performing organizations are shifting toward a more holistic view of the customer and agent journey.