How are customer expectations evolving when people are talking less, trusting less, and switching brands faster than ever?

In this episode, we break down the four major shifts reshaping customer experience in 2026 and why traditional listening tactics are failing right when companies need them most.

Our guest is Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute and co-creator of one of the largest global CX studies in the world. With data from 20,000 consumers across 14 countries, Isabelle reveals the surprising trends leaders cannot afford to overlook and why trust has become the real driver of customer behavior.

Chapters

• 00:00:00 Meet Isabel Zdatny, Head of Thought Leadership at Qualtrics XM Institute
• 00:04:43 The Surprising State of Customer Experience Heading Into 2026
• 00:10:44 Why AI-Powered Customer Service Is Failing Customers
• 00:15:07 How to Use AI to Enhance Rather Than Replace Human Experience
• 00:19:41 The Silent Customer Crisis: Why Feedback Has Dropped to All-Time Lows
• 00:25:03 Conversational Surveys and Predictive Models: The Future of Customer Listening
• 00:34:55 Why Value Alone Won't Keep Customers Loyal in 2026
• 00:38:18 The Trust Equation: How Economic Uncertainty Changes Customer Behavior
• 00:42:51 The Personalization Paradox: Consumers Want It But Don't Trust It
• 00:54:10 What Will Surprise Us Most About 2026: Two Wildly Different Predictions