The 10 Most Important Customer Experience Statistics for 2026 with How To's and Examples

Customer Experience (CX) keeps changing as new technologies, higher expectations, and digital behaviors influence how people want to interact with companies. With so many reports and statistics available, it can be hard to know which numbers truly matter or what actions to take.

And so, we've highlighted what we consider to be the 10 most meaningful CX statistics to focus on in 2026.

Each stat comes with practical guidance and an applicable example, making this a helpful resource for CX professionals who want to stay ahead.

These insights show where customer expectations are heading, especially as AI, modern digital tools, and younger generations influence what "good service" means today.

The Top 10 Customer Experience Statistics for 2026

1. 81% of Consumers Want Conversations to Continue Without Repeating Themselves

   Customers expect you to remember what they said earlier. They don't want to start over every time they reach out.

   (Source: Zendesk CX Trends 2026)

   What You Can Do:

   • Give agents access to full conversation history across all channels.
   • Use AI summarization so agents can get up to speed quickly.
   • Make sure handoffs between teams include clear context.

   Example: A customer contacts support through chat about a product issue, then calls later for an update. The agent sees a summary of the earlier chat and continues the conversation without asking the customer to repeat anything.

2. 74% of Consumers Now Expect 24/7 Customer Service

   AI has changed what "availability" means. Customers assume help should be accessible at any time.

   (Source: Zendesk CX Trends 2026)

   What You Can Do:

   • Use chatbots or automated responses to cover simple questions after hours.
   • Offer self-service resources like FAQs or guides for common issues.
   • Let customers request a callback if agents aren't available immediately.

   Example: A customer needs help with a password reset late at night. The automated assistant walks them through the steps, and they regain access without waiting for business hours.

3. 71% of Consumers Expect Personalized Interactions

   Personalization has become a basic expectation. People also feel frustrated when personalization is missing or inconsistent.

   (Source: McKinsey - originally published in 2021 and referenced in this 2025 update)

   What You Can Do:

   • Use customer history to make recommendations or support responses feel more personal.
   • Segment your communication so people receive information that matches their needs.
   • Keep customer profiles updated so personalization stays accurate.

   Example: A returning customer receives an email with accessories that match a product they recently purchased. The suggestions feel helpful and relevant, not generic.

4. Only 14% of Customer Issues Are Fully Resolved Through Self-Service

   Customers like self-service, but most tools still don't solve their full problem.

   (Source: Gartner)

   What You Can Do:

   • Improve self-service articles so they give complete steps, not partial answers.
   • Add short videos or screenshots for clarity.
   • Check which pages have high exit rates and update them.

   Example: A help center article about connecting a device is rewritten with clearer steps and images. Customers no longer open tickets on the topic, and self-service success improves.

5. 38% of Gen Z and Millennials Give Up if Self-Service Doesn't Work

   Younger customers expect quick, smooth digital support. If self-service breaks down, many simply walk away.

   (Source: Gartner)

   What You Can Do:

   • Test self-service tools regularly on mobile devices.
   • Add a visible "Talk to an agent" option when self-service fails.
   • Monitor where users get stuck and improve those pages.

   Example: A shipping company adds a "Need help?" button to its tracking page. When a customer can't update an address, they tap the button and connect to a live agent immediately.

6. 67% of Consumers Expect Support Tailored to Prior Interactions

   Memory-enhanced AI has raised expectations. Customers want support that knows their history.

   (Source: Zendesk CX Trends 2026)

   What You Can Do:

   • Track previous tickets and purchases in one place.
   • Use AI to highlight past issues before an agent joins the conversation.
   • Let returning customers skip basic questions they've answered before.

   Example: A customer reaches out about a recurring tech issue. The agent sees a note from two months earlier and picks up where the last conversation ended.

7. 76% of Consumers Prefer Support That Allows Text, Images, and Video in One Thread

   Customers like being able to show the problem instead of explaining it.

   (Source: Zendesk CX Trends 2026)

   What You Can Do:

   • Allow customers to upload screenshots or short videos.
   • Train agents on how to use this information to diagnose issues quickly.
   • Make sure your system can keep everything in one conversation.

   Example: A customer sends a short video showing how their device is malfunctioning. The agent immediately identifies the issue and shares the correct fix without extra steps.

8. 81% of Consumers Say Brand Trust Influences Their Purchases

   Trust plays a major role in whether a customer chooses a brand. People want transparency and honest communication.

   (Source: CDP Institute)

   What You Can Do:

   • Be clear about prices, fees, and policies.
   • Respond openly when something goes wrong.
   • Share how you keep customer information safe.

   Example: A retailer publishes a simple breakdown of shipping times and return steps, removing surprise costs and helping customers feel confident.

9. 73% of Customers Say CX Influences Their Buying Decisions

   Customer experience is no longer a "nice to have." It directly shapes whether people buy from you.

   (Source: PwC)

   What You Can Do:

   • Map out your customer journey and fix areas that feel slow or confusing.
   • Collect feedback at key points to understand where customers struggle.
   • Remove unnecessary steps from your purchase or onboarding process.

   Example: A software company simplifies its signup process from several screens down to one. More prospects complete the signup because it feels quicker and easier.

10. 65% of Customers Expect Companies to Adapt to Their Changing Needs

    Customers want companies to adjust quickly as their preferences shift.

    (Source: Salesforce)

    What You Can Do:

    • Review customer feedback often to spot new trends.
    • Update communication routines based on seasonal or behavior changes.
    • Personalize notifications and offers based on how customers use your product.

    Example: A fitness app notices users are exercising more at home in the winter and begins offering more indoor workout programs and weekly challenges.

The Bottom Line: Customer Experience Continues to Drive Business Success in 2026

Customer expectations continue to rise. People want service that feels personal, is available when they need it, and is easy to use. They expect self-service tools that actually solve problems and digital experiences that save time, not add steps. Most of all, they want support that feels connected from start to finish.

Businesses that focus on these everyday moments will create better experiences and stronger customer relationships, earning more trust and building the loyalty, leading to longer term business growth.

Giva Can Help You Continue to Provide a Top-Level Customer Experience

Exceptional CX isn't just an advantage — it's a necessity.

To effectively implement these strategies, consider leveraging tools like Giva's AI-powered customer service software, offering intuitive ticket management and insightful reporting to streamline your support processes. By integrating such solutions, you can be on your way to transforming some of these key takeaways into measurable success, delivering outstanding customer experiences in a competitive landscape.

Giva's features include:

• AI Copilot Capability: Harness the power of Giva's AI Copilot to effortlessly refine responses and quickly access and format solution information, empowering agents to address customer issues with accuracy and efficiency.
• Knowledge Base: Stop reinventing the wheel with a searchable knowledge base. Leverage valuable customer service resolutions previously created to resolve similar tickets.

  Plus, get an AI-driven summary answer for our Knowledge Copilot, saving you time from having to review each article individually.

• Customer Self-Service Portal: Provide customers round-the-clock access to customer service resources, so they can resolve their own issues before contacting your agents.
• Automated Tasks and Workflows: Automatically open tickets on a scheduled and recurring basis, and automate escalation and closure of tickets.

Help your support teams continue to delight your customers. Book a free Giva demo to see our solutions in action, or start your own free, 30-day trial today!