2026年全球消费者体验趋势报告_24页_4mb

报告摘要

Qualtrics 2026 Consumer Experience Trends Report Summary

Introduction: Despite economic uncertainty and technological change, consumer comfort with AI has rebounded. Problems arise when businesses use AI primarily for cost-cutting. Proper AI deployment can build trust and loyalty, with key factors including transparency, human touch, and focusing on problem-solving.
Trend 1: AI-Powered Customer Service Fails: AI adoption is high, but for customer support, it's often ineffective. Only 29% of consumers trust AI, and one in five see no benefits. Businesses should use AI to enhance human experiences, not replace them, by deploying capable agents for simple queries and leveraging AI tools for human agents.
Trend 2: Survey Fatigue: Response rates for surveys are down, making it harder to understand customer feedback. Organizations should combine survey data with unsolicited feedback (calls, chats, etc.) using AI to analyze unstructured data, bridging teams to gain deeper insights and improve the end-to-end customer journey.
Trend 3: Value Not Enough for Loyalty: While value for money drives choice, experience (great products/services) is strongly correlated with loyalty. Businesses can differentiate by balancing competitive pricing with exceptional service to build trust and lasting relationships.
Trend 4: Demand for Transparency in Personalization: Consumers appreciate tailored experiences but require transparency on data use. 32% are uncomfortable with data misuse; trust is key. Companies should provide control over data, explain how it's used, and demonstrate fairness to earn long-term loyalty.