RESEARCH
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Consumer channel preferences, 2026
Consumer channel preferences, 2026
As part of Qualtrics XM Institute’s 2025 Global Consumer Study, we surveyed over 20,000 consumers across 14 countries to understand which channels they prefer to use to complete eight common interactions.
In this report, you'll learn
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- Which channels people prefer to use
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- How channel preferences differ across regions
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- Which types of activities invoke the strongest preferences for human support
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