Ada, the trusted AI-native customer experience company and creator of the Agentic Customer Experience (ACX) Operating Model, released a dual-sided primary research study exploring consumer sentiment toward AI customer service as well as trends and obstacles in enterprise ACX adoption. Continue reading Ada Study Finds Consumers Prefer “Always-On” AI Customer Service, But Only When It Can Successfully Resolve Their Issue
Category Archives: Market Research
Calabrio’s “Voice of the Agent” Report Finds the Modern Contact Centre Balancing Empathy and AI in a Time of Transition
Calabrio, the workforce and conversation intelligence company, released findings from its latest Voice of the Agent Report, revealing an industry in the midst of profound change with a rising human-AI tension defining the modern contact centre. Continue reading Calabrio’s “Voice of the Agent” Report Finds the Modern Contact Centre Balancing Empathy and AI in a Time of Transition
8×8 Report: UK Customers Still Prefer Human Support Over AI
Despite the rise of artificial intelligence (AI) in customer service, UK consumers still overwhelmingly prefer speaking with human agents — unless AI comes with a financial incentive. That’s according to new research from 8×8, Inc., a leading global business communication platform provider. Continue reading 8×8 Report: UK Customers Still Prefer Human Support Over AI
AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks
Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That’s a failure rate almost four times higher than for AI use in general – according to the 2026 Consumer Experience Trends Report from Qualtrics. Continue reading AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks
AI sparks reshoring boom as UK brands set to bring customer services home
Brands are bringing their customer service operations back to the UK as technology tears up the economics of delivery, according to new research from ArvatoConnect. Continue reading AI sparks reshoring boom as UK brands set to bring customer services home
Gartner Survey Finds More Than Half of Customer Service Journeys Now Start on Third-Party Platforms
More than half (51%) of all customer service journeys now begin on third-party platforms such as Google, YouTube, and ChatGPT, with search engines being the most popular starting point, according to a survey by Gartner, Inc. Continue reading Gartner Survey Finds More Than Half of Customer Service Journeys Now Start on Third-Party Platforms