Qualtrics

The 2026 Consumer Trends Report is essential reading if you're leading a CX team. It is packed with new insights that will help you update your programs and ensure your AI is winning customers over, not pushing them away. The future of experience management isn't just about transactions; it's about building genuine relationships. The report reveals a growing problem in our industry that should have every customer facing team rethinking their strategies: AI-powered customer service is currently the lowest-rated experience of any AI use chase. Nearly 20% of consumers who used AI for service saw no benefits. If that trend continues, it could hinder AI adoption and create long term damage to customer relationships. The companies seeing real ROI from AI are solving practical problems that have existed for years and they build consumer trust through clear AI governance and security infrastructure. Brands need AI solutions built on deep understanding of their customers and markets. Qualtrics knowledge of human experience is why 90% of our top 50 enterprise accounts have adopted Qualtrics AI, and monthly active use of Qualtrics AI features has more than tripled in the past year. We now analyze 3.5 billion customer and employee interactions annually, delivering AI solutions that lower costs and drive higher satisfaction. Read the full report to learn more about the consumer trends that will shape 2026 #AI #CXTrends #ProductLeadership #ExperienceManagement #Qualtrics #ConsumerTrends

One of the single biggest barriers to AI adoption and innovation is low trust among customers and employees. But the implications extend far beyond usage rates—when companies earn trust from the people they serve, they’re in a much better position to tap into the full potential of AI. This challenge is front and center in some of the headline findings from this year's Qualtrics Consumer Experience Trends Report: * 64% of consumers want personalized experiences … but most don't think the benefits are worth giving up their privacy * Only 39% of consumers trust companies to handle their data responsibly * Two-thirds are worried about the security of their personal data The answer? Context over collection. Companies need to stop hoarding and asking for data they don't need, and be upfront about what they're doing with what they do collect. When organizations give people transparency and control, nearly half say they'll share more. That's how companies build a foundation for real AI innovation. Learn more by downloading the full 2026 Global Consumer Experience Trends Report here: https://lnkd.in/gkpq8aQQ #AI #Trust #DataPrivacy #CX

🌍 Hoy celebramos el Día Internacional de la Experiencia del Cliente. Una oportunidad clave para reflexionar sobre lo que realmente marca la diferencia: 👉 crear experiencias más HUMANAS. En un mundo cada vez más digital, la empatía, la escucha activa y la conexión auténtica se han vuelto fundamentales para construir lealtad duradera y relaciones de valor a largo plazo. ✨ Y hoy también es el momento perfecto para mirar hacia el futuro. 📊 Ya está disponible nuestro Informe de Tendencias de Experiencia del Consumidor 2026, y sus hallazgos están listos para transformar tu estrategia de CX. Aquí un adelanto: 1️⃣ Usa la IA para potenciar la experiencia humana, no para reemplazarla. 2️⃣ La retroalimentación tradicional está cambiando: escucha de nuevas formas. 3️⃣ Invertir en la experiencia (y no solo en el producto) es clave para relaciones duraderas. 4️⃣ Los consumidores exigen transparencia y control en la personalización. 📥 Consulta el informe completo y descubre cómo anticiparte a lo que viene.Consulta el reporte completo: https://lnkd.in/gvrV2xGN #CXDay2025 #CX #CustomerExperience #ExperienciaDelCliente #XM #ExperienceManagement #CXTrends2026