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CX Trends Report 2026
What does CX look like when algorithms do the thinking?
November 10, 2025
The dawn of AI-curated experience
Discover how brands and consumers feel about the dawn of AI-curated experiences, and the key trends in CX for 2026.
The dawn of AI-curated experience is here
The transformative impact of AI is ramping up. AI is shaping how consumers shop, search, and stream – while brands are increasingly integrating AI decision-making into CX strategies.
Our findings show that more than half of brands already use AI to steer customer journeys, and 83% of consumers are comfortable with brands using AI to influence their decisions. So, what does the future of CX look like when algorithms are doing the thinking?
To hear both sides of the CX story, we spoke to 600 business leaders and 4,000 consumers.
Download the 2026 CX Trends Report
Discover the five AI-powered trends brands say will drive CX in the next 12 months:
Conversational interfaces
Learn how the growth of AI-powered voice and chat interfaces is changing CX.
An instructional world
Consumers are already guided by AI – explore how they feel about brands using it to influence them.
Effortless access
Find out whether consumers expect quick results from brands with minimal effort.
Platform unification
Are people tired of logging into multiple platforms to achieve one thing? And can AI help?
Empathetic interactions
Can brands use emotionally-intelligent AI to respond to consumer feelings in a way that builds trust?