2026 State of the Customer Experience Report
Win Loyalty in the Age of Overwhelm
Customers are overwhelmed by digital chaos—notifications, alerts, and AI-generated chatter—and it’s wearing away their loyalty. Buried under data overload and disconnected systems, brands feel the overwhelm too. Clarity is the new currency of customer trust.
Key insights from the report
Customers can’t tell which messages are important
59% have deleted critical messages (like bills or notices) because they mistook them for marketing.
AI alone isn’t the answer for easy experiences
Only 41% of consumers agree that AI chatbots or agents are better at resolving issues than human agents
But AI Can Earn Their Trust
The top-cited factor that makes customers comfortable with automated help: They can still access human help if needed (62%)
Learn how overwhelm is shaping these 2026 CX trends
AI Adoption
Journey Analytics
Tech Stack Sprawl
Personalization at Scale
"We know customers are overwhelmed by digital noise. The brands they stick with aren't the ones that ping them the most or speak the loudest. They’re the brands that know when exactly to reach customers with the right messages. Clarity wins attention when everything else is noise."
Liz Bauer ★ Chief Experience Officer
Learn how to go from overwhelm to impact.
Get the 2026 State of the Customer Experience Report to learn tangible strategies to cut through the chaos to earn trust and drive loyalty.