qualtrics"Consumer ExperienceTrends Report2026
Introduction2026createsawindowofoportunityfororganizationsunikear tat wehavesen nfiveyearso stubingconsumerexperiencetrends. Ina global economic and polticaldlimate thatisteemingwithuncertainty,adinanongingtechrolghalh1,peopleareremarkably opentochange.consumercomfortusingAllhs ebourded amalaly atomanybushesesare squandering this opportunity by deploying Al to cucosts.not solve problems, and their customers cantellthe difference."NMealy1in5consumerswho have used Alforcustome,LT2service sawnobenefitsfrom the experience.Afailureratenearly4xhigherthanforAluseonaverage,Allof thisisgoodnews for businessesthat cettheirAstrategy right-implementing this technology to delivermoreprsonaleriencesad esole susina waybad experiences result inthatssatisfacthorv noflustchean Doingsowil hndfrugand lovalty -and durable business rowthcustomers cutting their spend2/Qualris2026ConsumerExperienceTrendsReport./Introduction
IntroductionSince we beganstudying consumer experiencetrendsSo in 2026, businesses need to think intentionallyUncertain times mean there's space to act-and thatone thing has not changed. consumersremainconstantabouthr atht sucesanteroelvil layisathanetor tulyastomer-enticorganzations toabotwiat eal naterstowintbhlr iogaty-the,inhelingthemgetereIstashor-termfk toerperine.Sstisedcorumesare ourtimes morelower thecostho-serve?Oristhebedtrodk ofalikely torecommend, almetranshormainthtredefinesterperienceyourncustomerskeepcomingbackfor?HeadofThoughtLeadershippurchasemoreQualtricsXMInstituteTHESTATEOFCUSTOMEREXPERIENCE79%2%670%SATISFACTIONTRUSTRECOMMENDPURCHASEMORE3/Qualtrics2026Consumen
Meet theexpertsMoiraDorseyMaxVenkerHead ofQualtricsXM InstituteProductMarketingCX,IsabelleZdatnyJulianaSmithHolterhaus,PhDHeadofThoughtLeadership.,MaturityPLGLead.ProductScientist.QualtricsXMinstituteQualtricsTaliaQuaadgrasMattTrickettSenibrResearchProgramManager,XMStrategist,QualtricsXMInstituteQualtricsTerryAndersonLeonieBrownLeadProductScientistSeniorProductScientistCustomerCare,QualtricsCXforLocations,Qualtrics4/Qualtrics2026ConsumerExperienceTrendsReport./Meettheexperts
Contents10 Tend 2/ Sirey aigue laes s eses singabutustomercbun14 Trend 3/ Value wont be enoup b ecue astomer bly in20261BTend4/ Consumers demand ransarency over ersona zationtadics23Methodology5.//Qualtrics2026ConsumerExperience TrendsReport./Contents,
01Al-powered customer+1396pTSOWEREDservice is failing, so farANCETHEHUMANEXPERIENCE,NOTREAfterhitingalowin2025,consumer comfortwithAlharebounded dramaticlly, loday 73% useAMlfor daly tasksandhalfbelieveitwilpositivelvimoactsocietv-unnearlyfrom2024.Yetoneapplicationdisappoints:customer sunport.Infact. nearlvlin5consumerssaidAlforcustomersupportdid notprovidean benefitatl,teworstrthngecrsal tas-10%opTs-10%opTs-12%PTsarrived tocreatemoreeficientcustomerservice.Theproblem is they are falling at theirintended purpose.Whenconsumersrated.Alaplicationsforconvenience,said itwassaiditsaid they foundsaidtheydidtimesavings,andusefulness, customersupportranked ateasy to use.savedtimeusefulideas/not receivethebottom -only"bulding an A asistant"scored worseconvenientinformation...
