Customer expectations are rising, creating new opportunities for businesses in the agentic era. Based on insights from 5,811 consumers and 1,560 CX and business leaders worldwide, this report reveals how leading organizations are using AI and CX innovation to build loyalty and drive measurable business outcomes.
92%
want organizations to match the best experience they've ever had94%
value efficient customer service as much as empathy85%
spent less or stopped purchasing after a poor experienceFor the first time since 2023, aging infrastructure is CX’s top challenge — putting connected journeys and AI scale at risk.
Daily AI use by consumers is raising the bar on what great looks like: instant answers, no repeated context.
expect AI to improve service quality
blame a bad experience for souring on AI
CX leaders expect AI is likely to be in every interaction by 2029
95% of consumers say carrying context across channels matters, and most call it extremely important. Broken handoffs can make or break customer loyalty.
The path forward is a connected one. Leaders are investing in CX platforms that unify people, systems, data and AI. When context follows the customer, AI has the foundation to act — and every interaction builds loyalty instead of eroding it.
A unified CX platform can bring AI, channels, data, and workflows into a connected environment. This gives teams the context they need to work effectively and coordinate action across systems.
