market research

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
66% of consumers with a Master’s degree report higher CX expectations
32% of holiday shoppers lost trust in a brand over an AI chatbot
48% of consumers have four or more loyalty cards saved in digital wallets