As we step into 2026, technology, connectivity, and customer expectations aren’t just evolving - they’re accelerating. To understand what’s coming next, we asked some of Vodafone’s Executive Committee and other senior leaders to share the forces they believe will define the year ahead.
From a satellite‑powered leap in global connectivity to AI that anticipates decisions before we make them, these are the trends set to shape conversations in 2026.
Choose a leader below to explore their prediction.
“In 2026 we will see AI making real impacts to customer experience across businesses. I am excited about the opportunities to drive higher levels of customer satisfaction leveraging at the same time the best that technology can offer and the most experienced and engaged customer care professionals.
With basic chatbots evolving into fully fledged digital customer service agents, companies will be able to provide fast always-on support, with customer queries resolved both quickly and, more importantly, with ever higher degrees of accuracy. And professional front line employees will be free to take charge of resolving the most complex or delicate issues that require a human touch.
In this environment, the most successful companies will be those that not only invest in high-quality AI technology, but at the same time focus on their ability to deliver excellent human, personalised care for customers when it matters most."
“The biggest change will be staying connected no matter where you are. Space-based networks and advanced satellite partnerships will bring reliable internet to even the most remote places – but that’s only part of the story. The rise of borderless platforms, IoT ecosystems and direct-to-device technology will connect billions of devices seamlessly. Your phone, car and the smart sensors that run our cities will all work together. This opens new possibilities for customers who want reliable services everywhere, for industries that need resilient connectivity, and for innovators building the next generation of connected devices.
People now expect technology to “just work.” Setting up a service, accessing it from anywhere, and trusting it to be secure are must-haves. The simplicity of streaming will become the benchmark for connectivity. Telco’s have been behind other service industries in terms of convenience – but that’s changing. Thanks to the globalisation of underlying technologies and partnerships, we can finally deliver experiences as effortless as streaming a show on Netflix or quickly ordering a ride with Uber.”
“2026 will be the year satellite connectivity transforms business resilience and growth. As the technology matures, we’ll see it move beyond niche applications into mainstream operations, unlocking unprecedented advantages for sectors from healthcare and emergency services to civil engineering and beyond. Businesses will increasingly turn to us for guidance on how satellite innovation can supercharge communication, strengthen continuity and enable rapid scaling.
At the same time, leaders will be laser-focused on three priorities: defending against evolving threats, ensuring sovereignty and control over their data, and harnessing AI to drive productivity. Those who combine these imperatives with next-generation connectivity will set the pace for the future.”
“In 2025, we've seen customer expectations intensify as the digital era accelerates. People are demanding fast, seamless support across every channel without compromise.
Support which resolves issues without being passed between chatbots, different agents and FAQs, and where agents are empowered to make decisions that satisfy customers. Where problems are solved first time, and customers only need to ask once, not multiple times in different ways.
The next evolution is a truly customer-first model powered by AI-driven intelligence: anticipating issues before they arise, delivering solutions before customers ask and keeping them informed through the channels they choose.
Imagine a world where network alerts, billing fixes and personalised offers arrive proactively, turning service into something which just works, before anyone even needs to think about it.
And the telecoms industry is perfectly placed to take the lead, taking advantage of its connectivity, digital platforms, technological expertise and products, to be the benchmark for both customers and providers. This isn’t a trend; it’s the future of loyalty.”
“The mind-boggling progress and scale of AI means it will be head and shoulders above anything else in technology. We’re familiar with generative AI now, but there’s a world of AI-led automation in business and manufacturing that will also rapidly transform entire industries and dictate the pace of economic rejuvenation in Europe. Modern digital networks are essential catalysts for this change, so the speed at which Europe can reform its outdated rules and unshackle the potential of telecoms in 2026 is critical.”
“On connectivity, we’re entering a new age of resilience driven by global geopolitical tensions and supply chain challenges. There will be greater importance on the security, reliability and origin of connectivity services than ever before, including how and where data is managed. It’s already happening and will become paramount in 2026. I’m excited that Vodafone’s scale and global experience gives us an opportunity to be Europe’s leading trusted provider of services to governments and business.”
“As we look ahead to 2026, two technologies stand out for their ability to shift what’s possible in tech and connectivity and that’s AI and satellite.
AI enables a level of personalisation and operational intelligence that was just a dream a few years ago. It will allow us to serve customers with even better relevance and simplicity.
At the same time, satellite connectivity has the potential to close the last remaining coverage gaps, ensuring that people even in the remotest parts of Africa can participate in the digital economy.
The two are a really powerful combination that will accelerate Vodacom’s Vision2030 ambitions and ultimately drive Africa’s digital future.
What excites me most about the year ahead is the chance to connect and drive financial inclusion to more people, businesses and communities in ways that genuinely support growth in the markets where we operate and unlock economic potential.
That speaks directly to our purpose, and it is exactly what Vision2030 is designed to deliver. Personally, there is nothing more gratifying than seeing communities benefit from our societal initiatives, especially when we help bring new people into the digital economy for the very first time.”
“We’ve already seen rapid adoption of AI copilots, automated case resolution, and predictive analytics when it comes to simplifying the employee experience. I expect we will see 2026 cement the balance between ‘people and the machine’ in roles such as frontline and customer facing.
To further improve our employee experience in 2026, we’ll be evolving AI from a productivity tool to a digital coworker, embedded directly into the tools we use every day to give personalised, proactive and predictive insights. In HR, we expect to see AI further enhance our talent acquisition for future roles and learning experiences for our current employees making AI a trusted partner for our managers and our HR business partners.”
“AI is integrated into our every day – at work and at home. Customers will now expect this technology to offer hyper-personalised experiences, intelligent responses and proactive engagement powered by data and behavioural insight. As AI gets smarter, the user-experience and expectations become greater yet trust and transparency must be non-negotiable.”
“2026 will mark a decisive shift: AI will move from hype to habit. The proliferation of AI tools in 2025 will mature into a new era, where AI is not just omnipresent but seamlessly embedded in the daily operations of organisations. This transformation will be driven by clean data, robust governance, and secure systems.
Success will depend not only on technology, but on a fundamental shift in mindset. Businesses will recognise that AI delivers its greatest value when it is woven into the fabric of operations, reshaping processes, empowering people, and elevating outcomes. Organisations will close the “value gap” between investment and impact, achieving “transformational value” by redesigning core workflows around AI.
AI will move beyond pilots and experiments, driving consistent, long-term performance. In 2026, AI will shed its buzzword status and become an essential part of business as usual.
As the global technology landscape is reshaped by converging forces - geopolitical dynamics, accelerated adoption of multimodal AI, and the rise of agentic systems at scale - digital sovereignty will become increasingly important. The relevance of sovereign AI will be paramount. Leaders will proactively define AI’s role and forge smart partnerships that are powerful, adaptive, and aligned with national and organisational imperatives for trust, resilience, and sovereignty.
At Vodafone, the launch in VOIS of the AI & Data Service Tower is a major strategic initiative, consolidating and scaling our AI and data capabilities into a unified, market-ready service model. By leveraging partnerships with hyper-scalers such as Google and Microsoft, Vodafone is positioned to access the latest innovations. With world-class AI architecture, accelerated citizen development, and a wealth of talented people focused on delivering for our customers, driving simplicity, and contributing to our growth journey, we are privileged and prepared for what lies ahead.
2026 is going to be an exciting year!”
“In 2026, data sovereignty will take centre stage, along with the rise of sovereign cloud solutions and a heightened focus on cybersecurity. Businesses are realising how valuable their data is and demanding infrastructure that complies with local laws and industry standards, while also safeguarding against evolving cyber threats.
Sovereign clouds will give companies control over their data, protect privacy, and adapt to changing regulations and geopolitical shifts.
This approach builds trust with customers and partners while enabling secure, compliant collaboration across borders. Balancing global connectivity with local control will be key for businesses aiming to drive digital transformation without increasing risks.”
“People want technology that feels human, safe, and genuinely useful. The next frontier of customer experience isn’t digital transformation, it’s digital confidence. Those who deliver clarity instead of complexity, intelligence instead of inputs, and trust instead of uncertainty will lead the market.
2026 is our moment to redefine what a telco can be: not just a network provider, but a catalyst of progress for society and the economy.”
“2026 represents a turning point - the moment when technology and humanity truly begin to work side by side. I am excited by the opportunity it presents and consequently the difference it enables us to make. Quantum breakthroughs and AI agents will reshape creativity, productivity, and problem-solving. We are moving from using technology to collaborating with it, and this is deeply transformative.”
“What motivates me is that Vodafone isn’t simply reacting to this shift - we are helping shape it. Every secure network we build, every business we support, every school or hospital we connect creates impact that goes beyond technology. It strengthens communities and fuels progress. That is a responsibility and a privilege.
I’m inspired by our people. Their expertise, curiosity, and purpose-driven mindset give me the confidence to lead in this new era. And as security becomes the defining requirement of the digital age, I’m proud that we are building solutions that keep individuals, companies, and countries protected.
2026 will be a year of possibility, and a year where our impact becomes even more visible. Let’s make it count.”
“I have several predictions for 2026. Long-term sustainability will become the defining goal for charities and purpose-driven organisations. Programmes will be designed to strengthen local health, education, and social systems, reducing reliance on external funding. Achieving sustainability will remain complex, requiring ongoing adaptation and sometimes continued light touch support.
Accountability to beneficiaries will become a central pillar of effective programming. Organisations will embed feedback and transparent reporting, but genuine co-creation will remain challenging due to power imbalances and digital divides.
New collaborations will emerge. The sector will move beyond traditional public private models to embrace more agile, diverse collaborations. Achieving true equality amongst partners will require intentional structures such as rotating leadership and transparent decision making to foster genuine community.
Innovation and programme mash ups powered by AI will accelerate change. AI will improve impact assessment and drive new solutions, but risks such as bias and the digital divide must be managed.
Gen Z will become a driving force for purpose and impact. Their expectations for authenticity, transparency and social responsibility will push both charities and businesses to embed purpose and measurable impact at the core of their strategies.”
