market research

Nearly half of customer service reps are fixing AI mistakes
Only 12% of retailers prioritize providing better customer insights
3 out of 4 consumers will switch brands based on an untrustworthy website
78% of CX pros plan to adopt at least one new metric in 2026
61% worry that AI-powered service resolutions will not be implemented
49% of brands predict consumers will primarily want to engage via AI agents
Amid AI shift, 79% of CX leaders consider switching outsourcing providers
43% of U.S. consumers more likely to join a loyalty program than last year
77% of support teams say AI is meeting or exceeding expectations
79% of consumers say poor retail personalization is not a rare occurrence