<p><em>新的 Qualtrics 报告揭示了人工智能承诺与现实之间的差距，随着展示投资回报的压力加大</em></p>
<p><em>Qualtrics 的 Isabelle Zdatny：太多公司使用人工智能来削减成本，而不是解决问题</em></p>
<p>, /PRNewswire/ -- 近五分之一的消费者在使用人工智能进行客户服务时没有感受到任何好处。这一失败率几乎是一般人工智能使用的四倍——根据 Qualtrics 的 2026 消费者体验趋势报告。</p>
<p>随着公司面临展示人工智能投资实际回报的压力，Qualtrics 报告显示，利用人工智能提升服务质量的努力未能达到预期，消费者对客户数据使用的担忧也在上升。消费者将人工智能在客户服务中的应用评为便利性、节省时间和实用性方面最差的，仅有 “<em>构建人工智能助手</em>” 的评分更低。</p>
<p>个人数据的滥用现在是消费者在公司使用人工智能自动化互动时的首要担忧——53% 的消费者分享了这种恐惧，比去年增加了 8 个百分点。半数消费者担心公司的人工智能使用会阻止他们与人类联系，47% 的人担心失业。</p>
<p>“太多公司在部署人工智能时只是为了削减成本，而不是解决问题，客户能够察觉到这种差异，” Qualtrics XM Institute 的思想领导负责人及报告作者 Isabelle Zdatny 表示。“人工智能应该用于建立联系和增强人类体验，能够的人工智能代理处理简单的交易请求。然后，人工智能可以帮助人类代理解决复杂的客户问题，提供相关的背景信息和建议解决方案。”</p>
<p><strong>客户体验在上升，但增益脆弱</strong></p>
<p>尽管人工智能最初存在不足，但报告中衡量的每个行业的全球消费者体验都有所改善。客户在可以轻松切换品牌的行业（如快餐或在线零售）中报告了满意度、信任和忠诚度行为的显著改善。对于更难切换的行业，如大学和公共事业，其消费者体验改善的速度较慢，这可能使它们更容易受到针对自满行业的颠覆者的攻击。</p>
<table>
<thead>
<tr>
<th></th>
<th></th>
<th></th>
</tr>
</thead>
<tbody>
<tr>
<td></td>
<td><strong>2026</strong></td>
<td><strong>同比差异</strong></td>
</tr>
<tr>
<td>满意度</td>
<td>79 %</td>
<td>+3.0 PTS</td>
</tr>
<tr>
<td>信任</td>
<td>76 %</td>
<td>+2.7 PTS</td>
</tr>
<tr>
<td>推荐</td>
<td>72 %</td>
<td>+2.7 PTS</td>
</tr>
<tr>
<td>购买更多</td>
<td>70 %</td>
<td>+2.6 PTS</td>
</tr>
</tbody>
</table>
<p><strong>长期忠诚度无法通过金钱购买</strong></p>
<p>在关税和通货膨胀加剧的经济不确定性中，消费者的价格敏感度很高，但选择超越价格竞争的公司会获得超额收益。</p>
<p>虽然 46% 的消费者选择公司是基于价值，但那些因出色的客户服务选择品牌的消费者比那些基于价值、便利性或熟悉度做出购买决策的消费者更满意，信任度也更高。</p>
<p>“在价格上进行的低价竞争可能在短期内赢得客户，但价格只是一个短暂的差异化因素，影响有限，” Zdatny 表示。“长期的客户关系将建立在有意义的联系上，而不是在经济转变时无法使组织脱颖而出的交易互动上。”</p>
<table>
<thead>
<tr>
<th></th>
<th></th>
<th></th>
<th></th>
</tr>
</thead>
<tbody>
<tr>
<td><strong>客户为何</strong></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>继续与组织</strong></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>开展业务</strong></td>
<td><strong>选择与之</strong></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>开展业务的客户</strong></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>百分比</strong></td>
<td><strong>选择与之</strong></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>开展业务时的满意度</strong></td>
<td><strong>选择与之</strong></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>开展业务时的信任度</strong></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr>
<td>良好的客户服务</td>
<td><strong>29 %</strong></td>
<td><strong>92 %</strong></td>
<td><strong>89 %</strong></td>
</tr>
<tr>
<td>良好的产品/服务</td>
<td>42 %</td>
<td>90 %</td>
<td>87 %</td>
</tr>
<tr>
<td>我对他们感到舒适</td>
<td>37 %</td>
<td>89 %</td>
<td>86 %</td>
</tr>
<tr>
<td>物有所值</td>
<td>46 %</td>
<td>87 %</td>
<td>83 %</td>
</tr>
<tr>
<td>便利</td>
<td>41 %</td>
<td>83 %</td>
<td>80 %</td>
</tr>
<tr>
<td>特殊折扣</td>
<td>20 %</td>
<td>79 %</td>
<td>75 %</td>
</tr>
<tr>
<td>难以切换</td>
<td>11 %</td>
<td>71 %</td>
<td>69 %</td>
</tr>
<tr>
<td>没有其他选择</td>
<td>15 %</td>
<td>64 %</td>
<td>62 %</td>
</tr>
<tr>
<td>其他</td>
<td>18 %</td>
<td>63 %</td>
<td>60 %</td>
</tr>
</tbody>
</table>
<p><strong>不到三分之一的消费者分享负面反馈——历史最低</strong></p>
<p>在企业最需要洞察的时候，消费者提供的反馈减少，只有 29% 的客户在经历不良体验后直接与组织沟通，比 2021 年下降了 7.5 个百分点。相反，30% 的人完全不说话，自 2021 年以来增加了九个百分点。</p>
<p>近一半（47%）的不良客户体验导致支出减少。这使得商业领袖在理解消费者行为变化或流失原因时处于黑暗中，更不用说解决这些问题了。</p>
<p>这种沉默使得通过社交媒体或评论等渠道获得间接反馈对组织来说越来越有价值，以弥补直接响应的下降。成功的企业将连接这些分散的信号，以理解客户情绪，即使这些情绪没有明确表达。</p>
<p>“公司在盲目飞行，而客户则用他们的钱投票，” Zdatny 说。“在当今的商业环境中，体验、运营和行为数据都需要结合在一起，以确保领导者能够采取行动，解决系统性问题，以免因不良体验而失去客户。”</p>
<p><strong>个性化需要更多信任，而不是更多数据</strong></p>
<p>消费者越来越希望体验能够满足他们的个体需求——64% 的人希望从满足他们个体体验的公司购买，比去年增加了 2.5 个百分点——但大多数人并不认为这些好处值得付出隐私成本。只有 39% 的人信任公司负责任地使用个人数据，近三分之二的人担心个人数据的安全。对欺诈（33%）和黑客攻击（23%）的担忧是他们最大的担忧。</p>
<p>消费者对公司使用个人信息了解他们的习惯感到最为舒适，例如推荐典型的咖啡订单——30% 的消费者表示他们对此可以接受。然而，这一比例仍低于 32% 的消费者，他们对所有形式的个性化感到不适。</p>
<p>研究明确指出了一条前进的道路：透明度和控制权可以重建信任。近一半（46%）的消费者愿意在对所收集数据有更大透明度的情况下分享更多数据，而 45% 的消费者则愿意在对数据使用或删除有更好控制的情况下分享数据。</p>
<p>“公司需要停止为了拥有所有数据而收集一切——不要要求超过所需的内容，” Zdatny 说。“理解客户的背景胜过建立详细的档案，因为这使企业能够根据当前情况满足需求。展示他们的数据如何改善了他们的体验，结合透明度和控制权，将建立信任的基础，从而推动持久的忠诚。”</p>
<p><strong>方法论</strong> 数据来自 Qualtrics XM Institute 在 2025 年第三季度进行的一项全球消费者研究，调查了来自 14 个国家的超过 20,000 名消费者：澳大利亚、巴西、加拿大、法国、德国、日本、墨西哥、荷兰、新西兰、新加坡、瑞典、阿联酋、英国和美国。调查结果反映了各国的性别、年龄和收入人口统计特征。</p>
<p><strong>下载完整的 2026 消费者体验趋势报告： https://www.qualtrics.com/ebooks-guides/customer-experience-trends/</strong></p>
<p><strong>关于 Qualtrics</strong></p>
<p>Qualtrics 受到全球数千家顶尖组织的信任，推动卓越的客户和员工体验，建立深厚的人际联系，增加客户忠诚度，提升员工参与度，并推动商业成功。我们的先进人工智能和专业的体验代理™使企业和政府能够以个性化的方式主动与客户和员工互动，及时响应以修复或改善体验，并跟踪最新的市场趋势和机会。</p>
<p><strong>联系方式</strong> Lauren Braun，Qualtrics</p>
<p>[email protected]</p>
<p>来源：Qualtrics, LLC</p>
<p><img src="https://imageproxy.pbkrs.com/https://rt.prnewswire.com/rt.gif/query-RGF0ZUlkPTIwMjUxMDA3Jk5ld3NJdGVtSWQ9TEE5MTcyMSZUcmFuc21pc3Npb25fSWQ9MjAyNTEwMDcwOTAwUFJfTkVXU19VU1BSX19fX19MQTkxNzIx?x-oss-process=image/auto-orient,1/interlace,1/resize,w_1440,h_1440/quality,q_95/format,jpg" alt="" original-src="https://imageproxy.pbkrs.com/https://rt.prnewswire.com/rt.gif/query-RGF0ZUlkPTIwMjUxMDA3Jk5ld3NJdGVtSWQ9TEE5MTcyMSZUcmFuc21pc3Npb25fSWQ9MjAyNTEwMDcwOTAwUFJfTkVXU19VU1BSX19fX19MQTkxNzIx"/></p>

<p>一份来自 Qualtrics 的新报告显示，近 20% 的消费者认为 AI 驱动的客户服务没有带来任何好处，这表明其失败率几乎是其他 AI 应用的四倍。关于数据滥用和人际互动潜在丧失的担忧日益增加，53% 的消费者对个人数据处理表示担忧。尽管面临这些挑战，各行业的整体消费者体验有所改善，注重有意义的客户服务对于长期忠诚度至关重要。公司被敦促利用 AI 来增强人际联系，而不仅仅是削减成本</p>

<p><em>New Qualtrics report reveals gap between AI promise and reality as pressure to show ROI mounts</em></p>
<div class="lb-trans"><p><em>新的 Qualtrics 报告揭示了人工智能承诺与现实之间的差距，随着展示投资回报的压力加大</em></p>
</div><p><em>Qualtrics' Isabelle Zdatny: Too many companies are using AI to cut costs, not solve problems</em></p>
<div class="lb-trans"><p><em>Qualtrics 的 Isabelle Zdatny：太多公司使用人工智能来削减成本，而不是解决问题</em></p>
</div><p>, /PRNewswire/ -- Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That's a failure rate almost four times higher than for AI use in general – according to the 2026 Consumer Experience Trends Report from Qualtrics.</p>
<div class="lb-trans"><p>, /PRNewswire/ -- 近五分之一的消费者在使用人工智能进行客户服务时没有感受到任何好处。这一失败率几乎是一般人工智能使用的四倍——根据 Qualtrics 的 2026 消费者体验趋势报告。</p>
</div><p>As pressure grows on companies to demonstrate tangible returns on AI investments, the Qualtrics report reveals that efforts to scale service excellence with AI are falling short of expectations and that concerns about how customer data is being used are on the rise. Consumers rank AI applications for customer service among the worst for convenience, time savings, and usefulness – only &#34; <em>building an AI assistant</em>&#34; scores lower.</p>
<div class="lb-trans"><p>随着公司面临展示人工智能投资实际回报的压力，Qualtrics 报告显示，利用人工智能提升服务质量的努力未能达到预期，消费者对客户数据使用的担忧也在上升。消费者将人工智能在客户服务中的应用评为便利性、节省时间和实用性方面最差的，仅有 “<em>构建人工智能助手</em>” 的评分更低。</p>
</div><p>Misuse of personal data is now consumers' top concern when companies use AI to automate interactions – 53% of consumers share this fear, up 8 points over the past year. Half of consumers are concerned that companies' AI use will prevent them from connecting with a human being, and 47% are worried about job losses.</p>
<div class="lb-trans"><p>个人数据的滥用现在是消费者在公司使用人工智能自动化互动时的首要担忧——53% 的消费者分享了这种恐惧，比去年增加了 8 个百分点。半数消费者担心公司的人工智能使用会阻止他们与人类联系，47% 的人担心失业。</p>
</div><p>&#34;Too many companies are deploying AI to cut costs, not solve problems, and customers can tell the difference,&#34; said Isabelle Zdatny, head of thought leadership at Qualtrics XM Institute and the author of the report. &#34;AI should be used to build connections and enhance the human experience, with capable AI agents managing simple, transactional requests. Then, AI can aid human agents in solving complex customer problems with the relevant background details and suggested solutions.&#34;</p>
<div class="lb-trans"><p>“太多公司在部署人工智能时只是为了削减成本，而不是解决问题，客户能够察觉到这种差异，” Qualtrics XM Institute 的思想领导负责人及报告作者 Isabelle Zdatny 表示。“人工智能应该用于建立联系和增强人类体验，能够的人工智能代理处理简单的交易请求。然后，人工智能可以帮助人类代理解决复杂的客户问题，提供相关的背景信息和建议解决方案。”</p>
</div><p><strong>Customer experience on the rise, but gains are fragile</strong></p>
<div class="lb-trans"><p><strong>客户体验在上升，但增益脆弱</strong></p>
</div><p>Despite AI's initial shortcomings, global consumer experience improved across every industry measured in the report. Customers reported the strongest improvements in satisfaction, trust, and loyalty behaviors in industries where they can easily switch between brands, such as fast food or online retail. Harder-to-switch industries like universities and public utilities improved their consumer experiences at a slower pace, which could make them more vulnerable to disruptors targeting complacent sectors.</p>
<div class="lb-trans"><p>尽管人工智能最初存在不足，但报告中衡量的每个行业的全球消费者体验都有所改善。客户在可以轻松切换品牌的行业（如快餐或在线零售）中报告了满意度、信任和忠诚度行为的显著改善。对于更难切换的行业，如大学和公共事业，其消费者体验改善的速度较慢，这可能使它们更容易受到针对自满行业的颠覆者的攻击。</p>
</div><table>
<thead>
<tr>
<th></th>
<th></th>
<th></th>
</tr>
</thead>
<tbody>
<tr>
<td></td>
<td><strong>2026</strong></td>
<td><strong>YoY Difference</strong></td>
</tr>
<tr>
<td>Satisfaction</td>
<td>79 %</td>
<td>+3.0 PTS</td>
</tr>
<tr>
<td>Trust</td>
<td>76 %</td>
<td>+2.7 PTS</td>
</tr>
<tr>
<td>Recommend</td>
<td>72 %</td>
<td>+2.7 PTS</td>
</tr>
<tr>
<td>Purchase more</td>
<td>70 %</td>
<td>+2.6 PTS</td>
</tr>
</tbody>
</table>
<div class="lb-trans"><table>
<thead>
<tr>
<th></th>
<th></th>
<th></th>
</tr>
</thead>
<tbody>
<tr>
<td></td>
<td><strong>2026</strong></td>
<td><strong>同比差异</strong></td>
</tr>
<tr>
<td>满意度</td>
<td>79 %</td>
<td>+3.0 PTS</td>
</tr>
<tr>
<td>信任</td>
<td>76 %</td>
<td>+2.7 PTS</td>
</tr>
<tr>
<td>推荐</td>
<td>72 %</td>
<td>+2.7 PTS</td>
</tr>
<tr>
<td>购买更多</td>
<td>70 %</td>
<td>+2.6 PTS</td>
</tr>
</tbody>
</table>
</div><p><strong>Long-term loyalty can't be bought</strong></p>
<div class="lb-trans"><p><strong>长期忠诚度无法通过金钱购买</strong></p>
</div><p>Price sensitivity is high for consumers amid economic uncertainty heightened by tariffs and inflation, but companies that choose to compete beyond just prices are rewarded with outsized gains.</p>
<div class="lb-trans"><p>在关税和通货膨胀加剧的经济不确定性中，消费者的价格敏感度很高，但选择超越价格竞争的公司会获得超额收益。</p>
</div><p>While 46% of consumers choose companies for value, those who select brands for great customer service are more satisfied and have higher levels of trust compared with consumers who base their purchasing decisions on value, convenience, or familiarity.</p>
<div class="lb-trans"><p>虽然 46% 的消费者选择公司是基于价值，但那些因出色的客户服务选择品牌的消费者比那些基于价值、便利性或熟悉度做出购买决策的消费者更满意，信任度也更高。</p>
</div><p>&#34;A race to the bottom on prices might win customers in the short term, but price is a temporary differentiator with fleeting impact,&#34; said Zdatny. &#34;Long-term customer relationships will be built on meaningful connections, not transactional interactions that won't set an organization apart when the economy shifts.&#34;</p>
<div class="lb-trans"><p>“在价格上进行的低价竞争可能在短期内赢得客户，但价格只是一个短暂的差异化因素，影响有限，” Zdatny 表示。“长期的客户关系将建立在有意义的联系上，而不是在经济转变时无法使组织脱颖而出的交易互动上。”</p>
</div><table>
<thead>
<tr>
<th></th>
<th></th>
<th></th>
<th></th>
</tr>
</thead>
<tbody>
<tr>
<td><strong>Why customers</strong><br/><strong>continue to do</strong><br/><strong>business with an organization</strong></td>
<td><strong>% of customers</strong><br/><strong>who choose to do</strong><br/><strong>business for this</strong><br/><strong>reason</strong></td>
<td><strong>Satisfaction rating</strong><br/><strong>when customers</strong><br/><strong>choose to do</strong><br/><strong>business for this</strong><br/><strong>reason</strong></td>
<td><strong>Trust rating when</strong><br/><strong>customers choose</strong><br/><strong>to do business for</strong><br/><strong>this reason</strong></td>
</tr>
<tr>
<td>Good customer service</td>
<td><strong>29 %</strong></td>
<td><strong>92 %</strong></td>
<td><strong>89 %</strong></td>
</tr>
<tr>
<td>Good product/service</td>
<td>42 %</td>
<td>90 %</td>
<td>87 %</td>
</tr>
<tr>
<td>I'm comfortable with them</td>
<td>37 %</td>
<td>89 %</td>
<td>86 %</td>
</tr>
<tr>
<td>Good value for money</td>
<td>46 %</td>
<td>87 %</td>
<td>83 %</td>
</tr>
<tr>
<td>Convenient</td>
<td>41 %</td>
<td>83 %</td>
<td>80 %</td>
</tr>
<tr>
<td>Special discount</td>
<td>20 %</td>
<td>79 %</td>
<td>75 %</td>
</tr>
<tr>
<td>Too difficult to switch</td>
<td>11 %</td>
<td>71 %</td>
<td>69 %</td>
</tr>
<tr>
<td>No other option available</td>
<td>15 %</td>
<td>64 %</td>
<td>62 %</td>
</tr>
<tr>
<td>Other</td>
<td>18 %</td>
<td>63 %</td>
<td>60 %</td>
</tr>
</tbody>
</table>
<div class="lb-trans"><table>
<thead>
<tr>
<th></th>
<th></th>
<th></th>
<th></th>
</tr>
</thead>
<tbody>
<tr>
<td><strong>客户为何</strong></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>继续与组织</strong></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>开展业务</strong></td>
<td><strong>选择与之</strong></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>开展业务的客户</strong></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>百分比</strong></td>
<td><strong>选择与之</strong></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>开展业务时的满意度</strong></td>
<td><strong>选择与之</strong></td>
<td></td>
<td></td>
</tr>
<tr>
<td><strong>开展业务时的信任度</strong></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr>
<td>良好的客户服务</td>
<td><strong>29 %</strong></td>
<td><strong>92 %</strong></td>
<td><strong>89 %</strong></td>
</tr>
<tr>
<td>良好的产品/服务</td>
<td>42 %</td>
<td>90 %</td>
<td>87 %</td>
</tr>
<tr>
<td>我对他们感到舒适</td>
<td>37 %</td>
<td>89 %</td>
<td>86 %</td>
</tr>
<tr>
<td>物有所值</td>
<td>46 %</td>
<td>87 %</td>
<td>83 %</td>
</tr>
<tr>
<td>便利</td>
<td>41 %</td>
<td>83 %</td>
<td>80 %</td>
</tr>
<tr>
<td>特殊折扣</td>
<td>20 %</td>
<td>79 %</td>
<td>75 %</td>
</tr>
<tr>
<td>难以切换</td>
<td>11 %</td>
<td>71 %</td>
<td>69 %</td>
</tr>
<tr>
<td>没有其他选择</td>
<td>15 %</td>
<td>64 %</td>
<td>62 %</td>
</tr>
<tr>
<td>其他</td>
<td>18 %</td>
<td>63 %</td>
<td>60 %</td>
</tr>
</tbody>
</table>
</div><p><strong>Less than 1 in 3 consumers share negative feedback – an all-time low</strong></p>
<div class="lb-trans"><p><strong>不到三分之一的消费者分享负面反馈——历史最低</strong></p>
</div><p>At a time when businesses most need insights, consumers are providing less feedback, with only 29% of customers communicating directly with organizations after bad experiences, down 7.5 points from 2021. Instead, 30% say nothing at all, up nine points since 2021.</p>
<div class="lb-trans"><p>在企业最需要洞察的时候，消费者提供的反馈减少，只有 29% 的客户在经历不良体验后直接与组织沟通，比 2021 年下降了 7.5 个百分点。相反，30% 的人完全不说话，自 2021 年以来增加了九个百分点。</p>
</div><p>Nearly half (47%) of bad customer experiences lead to decreased spending. This leaves business leaders in the dark when it comes to understanding changing consumer behaviors or reasons for churn, let alone addressing them.</p>
<div class="lb-trans"><p>近一半（47%）的不良客户体验导致支出减少。这使得商业领袖在理解消费者行为变化或流失原因时处于黑暗中，更不用说解决这些问题了。</p>
</div><p>The silence makes indirect feedback, through channels like social media or reviews, increasingly valuable for organizations to make up for the decline in direct responses. Successful businesses will connect these scattered signals to understand customer sentiment even when it's not explicitly stated.</p>
<div class="lb-trans"><p>这种沉默使得通过社交媒体或评论等渠道获得间接反馈对组织来说越来越有价值，以弥补直接响应的下降。成功的企业将连接这些分散的信号，以理解客户情绪，即使这些情绪没有明确表达。</p>
</div><p>&#34;Companies are flying blind while customers vote with their wallets,&#34; according to Zdatny. &#34;In today's business environment, experience, operational, and behavioral data all need to come together to ensure leaders can take action to resolve systemic issues before losing customers to bad experiences.&#34;</p>
<div class="lb-trans"><p>“公司在盲目飞行，而客户则用他们的钱投票，” Zdatny 说。“在当今的商业环境中，体验、运营和行为数据都需要结合在一起，以确保领导者能够采取行动，解决系统性问题，以免因不良体验而失去客户。”</p>
</div><p><strong>Personalization requires more trust, not more data</strong></p>
<div class="lb-trans"><p><strong>个性化需要更多信任，而不是更多数据</strong></p>
</div><p>Consumers increasingly want experiences tailored to their individual needs – 64% want to buy from companies that cater to their individual experiences, up 2.5 points year over year – but most don't believe the benefits justify the privacy cost. Only 39% of people trust companies to use personal data responsibly, and nearly two-thirds worry about the security of their personal data. Fears about fraud (33%) and hacking (23%) top their worries.</p>
<div class="lb-trans"><p>消费者越来越希望体验能够满足他们的个体需求——64% 的人希望从满足他们个体体验的公司购买，比去年增加了 2.5 个百分点——但大多数人并不认为这些好处值得付出隐私成本。只有 39% 的人信任公司负责任地使用个人数据，近三分之二的人担心个人数据的安全。对欺诈（33%）和黑客攻击（23%）的担忧是他们最大的担忧。</p>
</div><p>Consumers are most comfortable with companies using personal info to learn their habits, such as recommending a typical coffee order – 30% of consumers say they would be okay with this. Still, this is a smaller share than the 32% of consumers who are uncomfortable with all forms of personalization.</p>
<div class="lb-trans"><p>消费者对公司使用个人信息了解他们的习惯感到最为舒适，例如推荐典型的咖啡订单——30% 的消费者表示他们对此可以接受。然而，这一比例仍低于 32% 的消费者，他们对所有形式的个性化感到不适。</p>
</div><p>The research identifies a clear path forward: transparency and control can rebuild trust. Nearly half (46%) of consumers would share more data with greater transparency about the data being collected, while 45% each would do so with better control over data usage or deletion.</p>
<div class="lb-trans"><p>研究明确指出了一条前进的道路：透明度和控制权可以重建信任。近一半（46%）的消费者愿意在对所收集数据有更大透明度的情况下分享更多数据，而 45% 的消费者则愿意在对数据使用或删除有更好控制的情况下分享数据。</p>
</div><p>&#34;Companies need to stop collecting everything for the sake of having all the data – don't ask for more than you need,&#34; said Zdatny. &#34;Understanding customer context wins out over building detailed profiles as it allows businesses to address needs based on current situations. Showing how their data improved their experience, paired with transparency and control, will build a foundation of trust that drives lasting loyalty.&#34;</p>
<div class="lb-trans"><p>“公司需要停止为了拥有所有数据而收集一切——不要要求超过所需的内容，” Zdatny 说。“理解客户的背景胜过建立详细的档案，因为这使企业能够根据当前情况满足需求。展示他们的数据如何改善了他们的体验，结合透明度和控制权，将建立信任的基础，从而推动持久的忠诚。”</p>
</div><p><strong>Methodology</strong> The data comes from a global consumer study conducted by Qualtrics XM Institute in Q3 2025, surveying more than 20,000 consumers across 14 countries: Australia, Brazil, Canada, France, Germany, Japan, Mexico, Netherlands, New Zealand, Singapore, Sweden, UAE, UK, and US. Responses reflect the gender, age, and income demographics within each country.</p>
<div class="lb-trans"><p><strong>方法论</strong> 数据来自 Qualtrics XM Institute 在 2025 年第三季度进行的一项全球消费者研究，调查了来自 14 个国家的超过 20,000 名消费者：澳大利亚、巴西、加拿大、法国、德国、日本、墨西哥、荷兰、新西兰、新加坡、瑞典、阿联酋、英国和美国。调查结果反映了各国的性别、年龄和收入人口统计特征。</p>
</div><p><strong>Download the full 2026 Consumer Experience Trends report: https://www.qualtrics.com/ebooks-guides/customer-experience-trends/</strong></p>
<div class="lb-trans"><p><strong>下载完整的 2026 消费者体验趋势报告： https://www.qualtrics.com/ebooks-guides/customer-experience-trends/</strong></p>
</div><p><strong>About Qualtrics</strong></p>
<div class="lb-trans"><p><strong>关于 Qualtrics</strong></p>
</div><p>Qualtrics is trusted by thousands of the world's best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.</p>
<div class="lb-trans"><p>Qualtrics 受到全球数千家顶尖组织的信任，推动卓越的客户和员工体验，建立深厚的人际联系，增加客户忠诚度，提升员工参与度，并推动商业成功。我们的先进人工智能和专业的体验代理™使企业和政府能够以个性化的方式主动与客户和员工互动，及时响应以修复或改善体验，并跟踪最新的市场趋势和机会。</p>
</div><p><strong>Contact</strong> Lauren Braun, Qualtrics</p>
<div class="lb-trans"><p><strong>联系方式</strong> Lauren Braun，Qualtrics</p>
</div><p>[email protected]</p>
<div class="lb-trans"><p>[email protected]</p>
</div><p>SOURCE Qualtrics, LLC</p>
<div class="lb-trans"><p>来源：Qualtrics, LLC</p>
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