After surveying 20,000 consumers from 14 countries and 18 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 organisations 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 4 Consumer Trends that will be shaping 2026
• Only 3 out of 10 customers are giving direct feedback
• Good customer service drives higher satisfaction (92%) than good value for the money
• 73% of customers are already using AI, but only 20% are interacting with customer support agents
• 86% of customers are willing to share more personal data if organisations are more transparent and clear about their usage