Cut the Noise. Keep The Customer
Customer expectations have hit a breaking point. Messages overlap, journeys disconnect, and teams are under pressure to deliver experiences that drive action.
- 70% of consumers say there are too many brand messages.
- 59% admit they’ve deleted something important by mistake.
This isn’t a messaging problem. It’s a clarity problem.
The 2026 State of the Customer Experience report reveals how leading organisations are reducing noise for customers and simplifying the complexity behind the scenes to earn attention and rebuild trust. Backed by global consumer research, it reveals why brands that prioritise relevance, timing and simplicity outperform those adding more messages, more channels and more noise.
Inside, you’ll see how to apply these shifts with focus, not overwhelm.
What you’ll learn:
- What actually earns attention when customers are filtering everything out
- Where AI builds trust and where it creates friction
- How often and through which channels customers want to hear from brands
- How to reduce internal complexity to deliver more consistent journeys
- The key drivers of loyalty, from relevance to effort reduction
Who should read it?
CX leaders, marketing strategists, contact centre executives, digital transformation teams and IT decision-makers shaping customer experience strategies.
Get the Report
Clarity isn’t a nice to have. It’s a competitive advantage.
Download 2026 State of the Customer Experience: Winning Loyalty in the Age of Overwhelm and see what it takes to be heard when customers are tuning everything else out.
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