The State of Customer Experience 2026
Customer expectations are accelerating faster than most businesses can keep up.
In our fifth annual State of Customer Experience report, we surveyed 5,000 U.S. consumers to understand how expectations are changing, where businesses are falling behind, and what great CX looks like in the age of AI.
Download the report to learn:
- Why 51% of customers say businesses fall short when they need help
- How speed, automation, and seamless human handoffs define great CX in 2026
- The thin line between loyalty and churn — and what it takes to stay on the right side of it
Get your copy to build a CX strategy that helps resolves issues faster, uses AI where it matters, and keeps the human connection where it counts.
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Discover the trends defining the future of customer experience
The Widening Experience Gap
51% of customers say businesses fall short when they need assistance – up from 46% last year.
The Human–AI Rebalance
61% of customers now prefer speaking to a human agent, driven by frustration with AI that doesn’t resolve issues end‑to‑end.
Stabilization of Channel Preferences
70/30 split between customers preferring digital or phone, creating new clarity for CX planning and AI deployment.
We surveyed 5,000 consumers
Here’s what they expect from customer experience in 2026.