4 Trends That Will Make or Break Brands in 2026

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 2026and 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

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