2026年客户体验趋势简报

What does CX look like whenalgorithms do the thinking? With brands and consumersincreasingly turning to AI, algorithmsare starting to do the thinking on bothsides of the customer experience. 4,000 For Acxiom’s annual CX Trends Report,we surveyed 4,000 US and UKconsumers, as well as 600 businessleaders, to discover their perspectiveson five AI-powered trends that weexpect to shape CX in 2026. 600 Business leaders AI IS RAPIDLYRESHAPING CX ACROSS ALL INDUSTRIES Trend one:Conversational interfaces 01 70%of consumers think AIis changing how we interactwith brands faster thananyone is ready for. AI-powered conversational interfaces –both text and voice – are enabling peopleto interact with software the way theyinteract with each other. How is this shift impacting CX? 79%of brands sayAI-curated experienceswill transform their sectorin the next 12 months. 30% 84% 93%of brands believeAI-curated experienceswill reshape CX fasterthan they’re prepared for. currently choosea conversationalinterface foreveryday support. believe future customerswill expect to talk tobrands as naturallyas they talk to friends. 02 Trend three:Effortless access Trend two:An instructional world With the rise of on-demand content,and instant AI-powered responses,do consumers expect quick resultswith as little effort as possible? Consumers today are continually guidedby AI recommendations. So, how are brands using AI to influencecustomer journeys, and how do consumersfeel about it? And can AI help brands deliver? CONSUMERVIEW CONSUMER VIEW BRAND VIEW BRANDVIEW is the top priority. is the top priority. 74% 37% switched brandsor providers this yearbecause they had toput in too much effort. Consumers want to beable to change or rejectAI’s suggestions. Brands say consumersshould know how AIis influencing them. are concerneda frictionless experiencerisks being forgettable. 04 Trend five:Empathetic interactions Trend four:Platform unification With advances in emotionally intelligentAI, can brands use AI to understand andrespond to customer emotions in a waythat builds trust? Are people tired of logging into multipleplatforms to achieve one thing? And will AI become a ‘universal interface’ tonavigate fragmented platforms with ease? CONSUMERVIEW14% BRANDVIEW47% BRANDVIEW CONSUMER VIEW 58% 73% see the risk ofAI respondinginappropriatelyas a challengefor emotional AI. say it’s frustratingwhen they have tojump between appsor platforms to getone thing done. are comfortablewith AI reading theirfacial expressions tounderstand howthey’re feeling. are already using AIto orchestrate journeysacross touchpointsor partners. Want the full story? Download the full CX Trends report for a morein-depth view of the AI-powered trends shapingcustomer experience in 2026. DOWNLOADTHE REPORT