"Customer expectations are rising fast. AI acceleration has reset what fast, personal and relevant mean. Economic pressure has made customers more selective about where they spend their time and money. The sheer volume of channels has made poor experiences easier to notice - and harder to forgive. Customer experience (CX) is one of the most powerful and durable growth levers brands have today. As products become easier to replicate and media become more fragmented, experience is often the deciding factor between loyalty and churn."
"Winning organizations are shifting toward intentional experience design - building systems and operating models that put the customer at the center of their journey with a brand. Customer experience starts with the customer, not channels or tools In 2026, customer experience is a connected ecosystem that spans media, messaging, product, service and post-purchase engagement. This marks a shift away from channel-centric thinking - optimizing email, social, paid media or in-store in isolation - and toward customer-centric orchestration."
Customer expectations now demand fast, personal, and relevant experiences, accelerated by AI and tight consumer budgets that increase selectivity. Fragmented media and high channel volume make poor experiences obvious and unforgivable. Experience (CX) is a durable growth lever as products become easier to copy and media fragments, making experience the deciding factor for loyalty. 2026 is a tipping point where reactive fixes are insufficient; organizations must adopt intentional experience design. That requires mapping real customer intent and behavior across online and offline journeys, prioritizing consistency, clarity, relevance, and reliability over novelty, and orchestrating touchpoints around the customer.
Read at MarTech
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