Qualtrics – Consumer Experience Trends Report, 2026

The main theme of the report is consumer experience trends in 2026, with a focus on the use of artificial intelligence (AI) in business.

Key findings include a unique opportunity for organizations to improve consumer experience amidst global economic and political uncertainty in 2026. Consumer comfort with AI usage has significantly increased following a decline in 2025. Many companies misuse AI by attempting to cut costs rather than solve problems, which is noticeable to customers. A successful AI strategy can enhance customer trust and loyalty, leading to sustainable business growth. Satisfied consumers are more likely to recommend, trust, and make repeat purchases.