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Report

2026 State of the Customer Experience

Cut through the noise. Discover how clarity drives CX success in 2026 in this free report from CSG.

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Read this report, and you will:

Learn what actually breaks through message overload

so your communications get noticed—and acted on

See what makes AI trustworthy to customers

so you know which use cases build loyalty

Understand how to scale personalization

and deliver helpful, timely interactions that respect attention and feel human

Discover how to cut internal chaos

reducing external noise and delivering smoother experiences

Realize journey analytics' power as a noise filter

helping you find the breaks in experiences that drive customers to disengage (so you can fix them fast)

Consumers are drowning in digital noise

Notifications, alerts and AI-generated chatter bombard them daily. Brands feel it too. Fragmented systems and AI fatigue leave teams overwhelmed and unable to act on insights.

70%

of consumers say brands send so many messages, it’s causing them to tune out

74%

feel more comfortable with personalized messages if they’re helpful

56%

are uncomfortable letting AI take actions on their behalf

2026 State of the Customer Experience

Cut the noise. Keep the customer.

Discover how leading brands are cutting through digital noise with clarity, not more tech. Learn how intentional CX, thoughtful AI, and simplified experiences are helping brands earn trust and drive action in 2026.

Explore Customer Experience