CSG – State of the Customer Experience in 2026

The main theme of the report is how companies can win customer loyalty in the age of information overload.

Key findings include: Consumers are overwhelmed by the number of messages and digital noise, leading to a loss of interest in brands. 70% of consumers believe brands send too many messages. 59% delete important messages, mistaking them for marketing. 34% have stopped purchasing from brands due to excessive outreach. Trust in AI remains an issue, as only 41% of consumers find chatbots more effective than humans. The solution is not in increasing messages or technology, but in achieving clarity on what customers need and what works in the customer experience.