2026 Global Consumer Experience Trends Report
Discover what 20,000+
consumers revealed about AI-powered
customer service
Our 6th annual report reveals a troubling gap: While consumers embrace AI for daily tasks, nearly 1 in 5 say AI-powered customer support
provides no benefit at all. With loyalty harder than ever to win, organizations can't afford to deploy AI that frustrates customers. Get strategic
insights and expert advice on how to use AI thoughtfully, while building the trust that drives lasting customer relationships.
Move past predictable
CX approaches
October 29th, 10AM PST // 1:00pm EST
While survey fatigue makes businesses blind to customer churn, most CX programs follow the same failing playbook. Join CX leaders working to handle unpredictable customer moments, identify critical gaps, and prove real business impact. Learn directly from Qualtrics' industry-leading experts—including the XM Institute team behind our annual Global Consumer Experience Trends report, plus product scientists, AI specialists, and strategists transforming CX programs worldwide. Sign up for our 4-week virtual practice lab and leave with your 2026 roadmap and the skills to execute your vision. Sign up for our 4-week online workshop and leave with your 2026 roadmap and the skills to execute your vision.
Results that speak
for themselves
Results that speak
for themselves
The adaptive follow-up AI feature is already showing results with an increase in detailed and actionable feedback. This will enable us to make more informed decisions and implement changes quickly whilst also making our feedback digestible for teams across the business.
VoC Program Manager
85%
Customers who responded to adaptive follow-up questions
The goal is simple: Preserve what makes healthcare human while eliminating what makes it unnecessarily hard. AI should amplify our caregivers' expertise, not replace it.
Chief Transformation Officer
+CARE
Human expertise, AI enhanced
AI allows us to mature our practice by freeing up time to explore deeper, more complex correlations between data as opposed to spending time on first-level coding.
User Research Manager
<5 min
To surface key themes from thousands of open-text responses
Transform unscripted customer moments into intelligent action – everywhere
Every customer interaction is unique and unscripted, yet traditional CX tools treat them all the same. Qualtrics NextGen CX transforms scattered customer signals from every channel into unified understanding, while Experience Agents proactively engage with empathetic, contextual responses in real-time, protecting the moments that matter most, even the ones you never saw coming.
