Blueprint for CX success in 2026
Learn what the trends mean for [Company Name]
with expert deepdive and advice
AI-powered customer service is failing, so far
Despite AI's dramatic rebound in consumer comfort (73% now use it daily), only 1 in 5 consumers in EMEA found it useful for customer support. This presents an opportunity for [Company Name] to tailor its approach: use capable AI for simple transactions, but enhance human agents with AI-powered context, history, and solution recommendations for complex issues. Success means solving problems efficiently, not deflecting customers from human support.
Survey fatigue leaves businesses guessing about customer churn
Customer silence has reached crisis levels: 30% of consumers in EMEA now say nothing after bad experiences, and for every 10 poor experiences, 5 lead to lost revenue. [Company Name] can't rely on surveys alone - customer signals haven't vanished, they've scattered. Successful organisations will synthesise experience, behavioural, and operational data into early warning systems that prevent problems rather than just document them.
Results that speak
for themselves
Results that speak
for themselves
‘‘It’s not enough to provide a great product, because a great product’s gonna fail at times. You need to have invested in that ecosystem of moments, so when you have an issue, we can handle it quickly, delightfully, and create a wow for you. We want to wow at each moment that matters. How do you provide that holistic 360 experience versus just focusing on one aspect?
That’s what drives customer experience.”
Head of CX Analytics
51%
of consumers fear losing human connection if companies use AI to interact with customers
‘‘Trust is the currency of the customer experience, and current advancements in AI mean building and maintaining customer trust is more important than ever. That means making sure our technology is not just powerful, but also understandable and fair for everyone.
At Expedia that includes our travellers, partners, and our own internal teams. We hold ourselves to high standards of transparency and accountability, that’s why we built and validated our own metric to measure trust directly—it’s not just a buzzword, it’s a measurable outcome at scale.”
Director of Research
30%
of consumers now stay completely silent after a bad experience - an all-time high
‘‘Everyone knows customers are over-surveyed. We see it in the data every year: There’s a declining rate of who’s going to provide feedback.
That’s why we’re listening to all our phone calls to understand the things they’re not saying to us. It’s about uncovering those challenges and wins. We’re not just looking for what’s going wrong, but also celebrating the great things our associates are doing during those conversations.”
Sr. Consultant, Voice of Customer
18%
of consumers who use AI for customer service saw no benefits
Value won’t be enough to secure customer loyalty in 2026
In EMEA, value for money is the number one purchase driver (46%), but customers choosing businesses for good service show highest satisfaction (91%) and trust (88%) ratings. [Company Name] needs to use operational excellence to maintain competitive pricing while investing in service that creates lasting loyalty beyond economic cycles.
Consumers demand transparency over personalisation tactics
While 61% of consumers in EMEA want personalised experiences, 38% worry about data misuse - creating a catch-22 for [Company Name]: you can't personalise without data, but can't get data without trust. The solution? Build trust through transparency, give customers clear control over their data, and demonstrate value exchange before pursuing advanced personalisation.
NEXTGEN CX BY QUALTRICS
Stop customer issues in their tracks
Identify pain points, uncover experience gaps, and detect trends before they escalate, guiding your teams at [Company Name] to take meaningful actions. This is advanced customer experience management that fosters long-term loyalty.
