Consumer Experience Trends 2026
Explore The Consumer Experience Trends 2026 Report
of Bad Experiences Result in Consumers Cutting Spend
of Consumers Trust Companies to Use Their Data Responsibly
+7.9% pts from 2025
of Consumers Don’t Provide Feedback About a Bad Experience
+9.2% pts from 2025
of Consumers are using AI for daily tasks in 2026
Introducing the Consumer Experience Trends 2026 Report
At Capventis, we understand the complexities of today’s CX challenges. That’s why we’ve collaborated with different technology partners.
Our partner Qualtrics has released the Consumer Trends 2026 Report. It dives deep into the changing behaviours of today’s consumers, with responses from over 20,000 individuals across 14 countries. This report uncovers critical insights on how understanding and connecting with your customers is more essential than ever. From trust and feedback to AI adoption and data privacy, the findings highlight key areas that will define the future of customer eXperience.
The Capventis Perspective
At Capventis, we believe that technology alone isn’t enough to transform CX. While technology plays a crucial role as an enabler, the real value is delivered by your people. With the right design and a skilled team behind it, technology can truly drive meaningful results. Whether you’re just beginning your CX journey or refining a mature program, our team is here to help you navigate the complexities and unlock the full potential of your customer eXperience initiatives. With our IMPROVE methodology, we can help you achieve this.
The 4 CX Trends identified by Qualtrics
4 key trends have emerged that are reshaping expectations and behaviours in the customer eXperience field:
- AI-Powered customer service is failing, so far
- Survey fatigue leaves businesses guessing about customer churn
- Value won’t be enough to secure customer loyalty in 2026
- Consumers demand transparency over personalisation tactics
