CX in 2030
Introduction
Omnichannel engagement. AI transformation. Seamlessness as a standard. Empathy as a differentiator.
These trends and philosophies have dominated the customer experience (CX) conversation over the past decade. They offer the promise of real transformation and signal an opportunity to finally turn the contact center into a value center.
Unfortunately, the more things change, the more they stay the same.
Over the past several years, CMP research has consistently revealed a decline in CX quality. Experiences were continuing to miss the mark, and new digital and AI technologies were actually introducing new pain points rather than creating new value.
Will the tide ever turn? Will the promise of customer centricity ever become reality?
The 2026 CMP Consumer Preferences Survey reveals cause for optimism. For the first time in years, more consumers felt experiences improved than regressed. They also began to witness some upside to AI-powered interactions.
Unfortunately, this optimism is of the cautious variety.
Despite incremental improvements in consumer sentiment, the typical experience is still falling short on key criteria. It may be better than it was in 2025, but it is still inconvenient, impersonal, and inconsistent. Despite gaining more ubiquity, AI-powered environments are still failing to generate widespread confidence.
With organizations passionately articulating their desire for transformation, why are these pain points still lingering? More importantly, how can organizations remedy them and realize their lofty ambitions for 2030?
This Market Study reveals the answers, diving deep into how customers interact, how they feel about those interactions, and what they want to see moving forward.