2026 State of the Customer Experience
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. Brands feel the overwhelm too, buried under data overload and disconnected systems. That’s why clarity is the new currency of customer trust.
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Key Insights From This Report
of consumers say brands send so many messages they’re tuning them out
feel more comfortable with personalized messages if they’re helpful
are uncomfortable letting AI take actions on their behalf
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
Adoption
Learn how to go from overwhelm for 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.