2026 CX Trends: the Backlash and the Bounceback

A practical guide for customer experience leaders

Based on insights from more than 600 U.S. consumers collected through a national survey conducted by Glance, the report exposes a widening gap between AI promises and customer reality. While organizations invested heavily in automation in 2025, customers reported more loops, dead ends, repeat explanations, and, ultimately, declining trust.

Download the full report for deeper customer insights, including:

• 75% of consumers say they’ve had a fast AI-driven response that still left them frustrated
• Customers prioritize outcomes over speed, with 68% saying “Getting a complete resolution” is the most important in support interactions
• Nearly 90% report reduced loyalty when human support is removed