New data from the American Customer Satisfaction Index reveals nearly a decade of stagnation, a narrowing gap between top and bottom performers, and rising loyalty. Together, these shifts point to one conclusion: customer experience is converging.

In this week's episode of The Modern Customer, Forrest Morgeson, Director of Research at the American Customer Satisfaction Index, explains what this means for leaders heading into 2026.

As AI accelerates and economic uncertainty persists, differentiation becomes harder to sustain and more critical to get right.

If you're shaping your 2026 strategy, this conversation offers a clear, data-backed perspective on where competitive advantage is tightening — and where leaders should focus.

🎧 Listen to the full episode.

Access the full ACSI report to evaluate what these trends mean for your competitive position: https://theacsi.org/news-and-resources/blog/2026/02/17/the-shrinking-distance-between-the-best-and-the-rest/

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com