The 30% blind spot : why customers quit without a word?
The 30% blind spot : why customers quit without a word?
The future of customer experience is changing fast.
It's less about adopting the newest tech and more about nailing the basics: trust and transparency.
The most recent report from Qultrics, based on a survey of over 20,000 respondents, spotlights the major trends reshaping how brands and consumers connect as we look toward 2026.
The Necessary Human Touch in Automation
The study found nearly one in five consumers who tried AI-only service were disappointed.
People are fine with bots for simple transactions, but they demand a human agent the second it gets complicated.
The smart approach is using tech as a powerful copilot to quickly and effectively assist the human agents who are truly solving the tough issues.
Companies are flying blind because customers are getting burnt out on satisfaction surveys.
The report highlights that about 30% of unhappy customers now just stay silent instead of giving feedback.
This silence is a loyalty killer, as one out of every two of these quiet customers subsequently stops buying from the brand.
Businesses need to start finding ways to listen dynamically, embedding feedback directly into the experience itself.
We're stuck in a major contradiction when it comes to data.
A solid 64% of consumers say they prefer a personalized experience, but less han 30% trust companies to use their information responsibly.
Moreover, just 41% believe the benefits they get are worth the data they have to share.
Brands have to earn this trust back by being completely transparent, explaining exactly what they collect, why, and giving the customer full control.
The final take : trust is the key to breaking the 30% blind spot of silent churn
Customers consider technology as a basic utility, worst : AI-only service can be disappointing.
Companies must now focus on giving control and transparency because that's now the price of entry to build long-standing loyalty.
Brands that embrace the contract will thrive.