eBook
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2026 Consumer Experience
Trends Report

After surveying 20,000 consumers from fourteen countries and eighteen industries, we have discovered that customer experience metrics are improving, but those gains are fragile amidst economic global uncertainty. 

Our most recent research lays out a 2026 roadmap for organizations to rebuild trust through reliability and transparency.

Keep reading to dive deeper into these findings and expert analysis.

 


 

In this ebook, you'll learn

  • The four Consumer Trends that will be shaping 2026
    • Only three out of ten customers are giving direct feedback
    • Good customer service drives higher satisfaction (ninety-two percent) than good value for the money
    • Seventy-three percent of customers are already using AI, but only twenty percent are interacting with customer support agents
    • Eighty-six percent of customers are willing to share more personal data if organizations are more transparent and clear about its usage
The world’s top brands trust Qualtrics to deliver breakthrough experiences