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ZDNET's key takeaways
73% of consumers have used AI chatbots to search for products and services.
Nearly as many (71%) are worried about how generative AI uses their information.
Only 57% of consumers are satisfied with their chatbot experience.
The consumer landscape of 2026 is defined by a shift in perceived value, moving beyond simple "value for money" to prioritizing "value through intelligence." Today, consumers favor brands that leverage artificial intelligence (AI) to deliver transparency, confidence, and highly personalized assistance. Crucially, they also continue to demand that complex needs be managed with a critical human touch, according to Capgemini's research "What matters to consumers in 2026."
The way consumers make decisions is being fundamentally changed by AI-powered shopping experiences, a greater demand for fairness and transparency, and the importance of human connection at crucial stages. In this new landscape of empowered consumers, AI's increasing role in daily choices is causing shoppers to redefine what they accept, value, and are willing to pay for. Expectations have become more demanding, tolerance for shortcomings has decreased, and the concept of value now encompasses more than just price.
Also: These 4 big technology bets will reshape the global economy in 2026
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