UCaaS + CCaaS MetriRank 2026
September 30, 2026
The AI Consumer Experience 2Q 2026 – Summary Report
Customer Experience
Summary Report
Complimentary Content
Research Advisory Service (RAS)
Consumer CX Views / Index
Summary
Author: Layne Haaksma, Senior Research Analyst
The initial shock and skepticism surrounding AI in customer service is beginning to fade. In Q2 2026, we are entering an era of normalization where consumers are no longer just tolerating automated service—certain demographics are actively rewarding companies that implement it effectively.
According to the newly released Metrigy Q2 2026 AI Consumer Experience Index, the overall baseline score rose to an impressive 104.6 this quarter, indicating a measurable, positive shift in consumer sentiment compared to the first quarter’s baseline of 100.
However, this positive momentum has created a substantial divide, highlighting widening gaps across age groups, gender, and socioeconomic lines. As AI acceptance surges in some groups, others are digging in their heels, demanding the human touch more fiercely than ever.
Table of Contents
- Introduction
- Deconstructing the AI Consumer Index
- The New Consumer Buying Personas
- The Alarming Business and Consumer Gaps
- The Industry Scorecard
- The Proactive Outreach Value
- The Bottom Line: Trust Over Resolution
- Conclusion: The CX Balancing Act Continues
- Working With Metrigy
Author(s)
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