2026 Consumer Experience Trends Report

In a period of economic uncertainty and rapid AI adoption, the 2026 Consumer Experience Trends Report reveals a critical inflection point for brands. Consumers are more open to AI than ever, yet poorly implemented automation is eroding trust and failing to solve real problems.

The report uncovers four pivotal shifts: why AI-powered customer service is underperforming, how survey fatigue is masking churn risk, why value alone no longer drives loyalty, and why transparency now outweighs personalisation.

Backed by insights from over 20,000 consumers worldwide, this report offers a clear roadmap to building trust, loyalty, and growth in 2026.

Download the full report to explore the data and actions that matter most.

7624-EN-2026 Consumer Experience Trends Report

First Name

Last Name

Company Name

Company Size

Address

Postcode

Phone

Job Title

Industry

City

Country

Which of the following CX challenges is your organization actively working to address in the next 6-12 months?

What is your role in customer experience decisions at your organization?

Qualtrics would like to contact you directly to further discuss how their products, services and solutions can help you.

Yes, I am happy for Qualtrics to stay in touch.

For information about how Qualtrics uses and protects your personal data, please see the Qualtrics Privacy Notice. You can unsubscribe at any time by clicking here.