The 2026 CX Balancing Act

Author: Layne Haaksma, Senior Research Analyst

Let’s be honest: Keeping customers happy has never been a walk in the park, but in 2026, the rules of the game are shifting faster than ever. Are consumers ready to fully accept AI customer service, or are they still begging to just “speak to a representative?”

According to Metrigy’s newly released Q1 2026 Consumer CX Index, the answer is a complicated “both.” The index establishes a baseline consumer sentiment score of 123.8, suggesting an overall optimistic customer experience today. But beneath the top-line number lies a deeper story about the frustration consumers experience between high-tech and human connection.

Here’s what you need to know about the current state of customer experience, straight from this quarter’s study.