market research

62% of companies allocate 10% or less of their CX budget to AI
26% of contact center agents have considered quitting because of AI
Customer churn based on one poor experience jumps to 78%
92% of firms plan to grow customer education programs
74% of customers prefer phone support amid ‘high stakes’ moments
76% of B2B pros say agentic AI can’t replicate human empathy in CX
More than a quarter of Gen Z have lied to return a product
Consumers spend 42% less time on digital experiences that degrade by 2%
83% of mystery shoppers say voice AI drive-thru is a friendly experience
73% of brands say agentic AI has improved deflection rate