1、Winning Loyalty in the Age of Overwhelm2026 State of the Customer Experience2025 CSG Systems International,Inc.and/or its affiliates(“CSG”)2CSGI.COM2026 State of the Customer Experience:Winning Loyalty in the Age of Overwhelm26FRI64221656856236Customers are overwhelmed.And theyre tuning you out.Ever
2、y day,its a barrage of messages,alerts and digital noise.On this channel and that.Things to see,understand,respond to,act on,over here,over there,youre behind,dont forget,log in,pay that,finish this,click hereNOW!2025 CSG Systems International,Inc.and/or its affiliates(“CSG”)3CSGI.COM2026 State of t
3、he Customer Experience:Winning Loyalty in the Age of OverwhelmCustomers could not be clearer:If you add to their overwhelm,you lose them.Sounds simple to fix.Except youre overwhelmed,too.Fragmented systems,AI fatigue and other enterprise challenges make it hard to know what to fix in CX,and how.That
4、s customer experience in 2026.And the overwhelm carries consequences.70%59%34%of consumers feel brands send so many messages,they dont care what brands are saying anymore.70%have deleted critical messages,mistaking them for marketing.59%have stopped buying altogether from brands due to excessive out
5、reach.34%CSG commissioned a consumer study,which found:2025 CSG Systems International,Inc.and/or its affiliates(“CSG”)4CSGI.COM2026 State of the Customer Experience:Winning Loyalty in the Age of OverwhelmSo how do you win loyalty in ALL THIS NOISE?AI seems like the answer.But consumer trust in AI re
6、mains an obstacle.Only 41%of consumers believe chatbots are more effective than humans at resolving issues,and 56%are uncomfortable letting AI take actions on their behalf(i.e.,agentic AI).The answer isnt more messages,more technology,more AI,more anything.Its clarity.Clarity in What customers actua
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