Teams | Collaboration | Customer Service | Project Management

The following trends outline how customer experience and customer success will evolve in 2026, as organizations combine AI-driven scale with human expertise, reliable execution, and trust.

After several years of enthusiasm, 2026 will mark a turning point where organizations shift decisively from AI pilots to real, measurable outcomes. Leaders will demand production-ready implementations that deliver tangible ROI, reduce friction in workflows, and improve decision-making. This transition will bring both excitement and disillusionment: some of the hype will meet reality, and not every AI promise will stand up under enterprise scrutiny. But this is also where genuine innovation happens.

Across critical national infrastructure, defense, and public administration, security has traditionally been applied late in the process. Organizations focus on protecting the systems where data resides, the networks through which it travels, and the frameworks that govern finalized assets. However, a fundamental shift in the threat landscape has revealed a systemic blind spot: the pre-classification layer.

European government agencies face critical compliance challenges using cloud-hosted Slack due to US CLOUD Act jurisdiction over data controlled by American platforms. The key distinction: the issue is not the software itself, but who controls the data. This guide defines what a sovereign communication platform is, presents the leading compliant alternatives: Rocket.Chat, Mattermost, and Element.

You don’t need another AI tool to test. You need to know which one actually works vs. what’s hype.

It’s time for the 2025 Miroverse wrap-up! Thank you for making last year truly amazing, with nearly 2,000 new expert frameworks designed to get great things done and 1,000 new Creators joining our vibrant community! We’re also proud to have launched 430 new templates in November and December, capping off an extraordinary year on a fantastic note! Thinking about publishing your first template? Submit today to share your frameworks with over 100M users around the world.

Starting today, teams can check on their Asana portfolios, generate and preview new projects, and create tasks directly in Claude, Anthropic’s AI offering. This connection is especially meaningful for teams already using Claude to think through work.