Zendesk’s annual CX Trends report shows consumers now expect instant resolutions, deeper personalization, and greater transparency from AI-powered experiences
Zendesk released its 2026 Customer Experience (CX) Trends report, which reveals how contextual intelligence — the ability to combine AI, data, and human understanding in real time — is redefining what exceptional service looks like. Now in its eighth year, the report uncovers a new era of customer experience where intelligence, empathy, and transparency converge to create faster, more personal interactions.
“AI is not the differentiator anymore. How intelligently you apply it is,” said Tom Eggemeier, CEO of Zendesk. “When 85% of CX leaders say one unresolved issue is enough to lose a customer, speed, accuracy, and empathy become non-negotiable. The best systems connect past interactions to present intent to anticipate what’s next — that’s contextual intelligence in action. Zendesk delivers the balance between automation that feels personal and trust that’s built on real context.”
The study, based on responses from more than 11,000 consumers and business leaders across 22 countries, reveals that the companies leading in contextual intelligence are already setting a new benchmark for loyalty, efficiency, and customer trust.
Memory-rich AI raises the bar for personalization
AI is now powering more connected, continuous experiences. 81% of consumers want representatives to pick up where they left off, and 74% get frustrated when they have to repeat information. As these capabilities advance, 67% expect brands to tailor support based on prior interactions. High-maturity organizations are already acting on this, with 85% of CX leaders calling it critical to building truly personalized journeys.
Instant resolutions set a new baseline
AI and self-service tools are redefining what fast really means. 85% of CX leaders say customers will drop brands that can’t resolve issues on first contact, and 86% of consumers say responsiveness and accuracy strongly influence purchasing decisions. Leaders using AI report measurable gains in both resolution speed and customer satisfaction.
Multimodal support connects every channel
Customers want to communicate in the way that works best for them — through text, voice, or visuals — and expect seamless transitions between them. 76% of consumers would choose a company that allows all three in one conversation, and 83% of CX leaders believe Voice AI now has the potential to significantly evolve the customer experience.
Promptable analytics redefine CX success
Real-time analytics are transforming how companies measure and improve service. 82% of leaders say promptable analytics unlock insights in seconds that once took weeks. High-maturity firms are tracking AI metrics at triple the rate of low-maturity peers, using this intelligence to deliver faster, smarter service.
AI transparency builds trust
Transparency is now a non-negotiable expectation. 95% of consumers expect clear explanations for AI-made decisions, and 80% of CX leaders say transparency will soon be required for any customer-facing AI. High-maturity organizations are leading the way, with 98% already implementing or planning AI reasoning controls — compared with only 40% of low-maturity organizations.
The future of CX
As the CX landscape evolves, Zendesk’s 2026 CX Trends Report makes one thing clear: contextual intelligence — where AI, data, and empathy intersect — will define the next era of customer experience. The companies that master it will deliver service that feels human, efficient, and effortlessly connected.
Download the full Zendesk CX Trends 2026 report for more insights on how intelligence and innovation are shaping the future of customer experience.