The QuestionPro CX
Trend Guide for 2026

What the guide includes:

• What are the 4 + BONUS key trends that will shape customer experience in 2026, combining expert insights with a dedicated consumer perspective section that captures how North Americans truly feel and think about evolving CX strategies.
• AI in customer experience, beyond the hype: Consumer data shows that AI-powered service is now the norm, with fewer than 7% of customers avoiding AI interactions entirely, and 58% reporting positive experiences, challenging the chatbot frustration narrative.
• CX ROI through the customer’s eyes: Consumer insights show that service quality, speed, and ease account for over 57% of loyalty drivers, outweighing price alone, reinforcing why CX investments must tie directly to retention and cost reduction.
• Bonus Trend - The EX effect on CX: Customer feedback confirms the human element still matters, with over 72% of customers saying frontline employees significantly influence their satisfaction, even as automation increases.
• Actionable recommendations for every trend, blending qualitative expert insight with quantitative consumer data to help CX leaders move from understanding to execution.

Register now to access the QuestionPro CX Trend Guide for 2026 and gain expert-driven insights to future-proof your customer experience strategy.