Alchemer, a global leader in customer experience and feedback intelligence, released its 2026 AI & Customer Expectations Report. Based on a survey of 2,009 consumers, the report reveals a growing tension in how consumers want companies to use AI. Continue reading 43% of Consumers Would Pay More for a Product that Guarantees Access to Human Support
Category Archives: Market Research
CIOs Carry the Blame for AI Failure, Often Without the Authority to Prevent It, 8×8 Survey Finds
A majority of technology leaders, 52%, say they hold the CIO accountable when an AI agent makes an error. In fact, CIOs shoulder the blame far more often than any other function, including legal, compliance, and customer service. Continue reading CIOs Carry the Blame for AI Failure, Often Without the Authority to Prevent It, 8×8 Survey Finds
More Than Half of Consumers Would Rather Do Anything Else Than Contact Customer Service, Genesys Research Finds
Genesys®, a global cloud leader in AI-Powered Experience Orchestration, released the fifth edition of its “State of Customer Experience” report, revealing that customer experience (CX) has become an increasingly decisive factor in consumer loyalty and spending decisions. Continue reading More Than Half of Consumers Would Rather Do Anything Else Than Contact Customer Service, Genesys Research Finds
Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support
Five9, provider of the Intelligent CX Platform, released its 2026 Business Leaders Customer Experience Report, uncovering how organizations are moving from AI experimentation to execution in customer experience. Continue reading Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support
Nearly All European Organisations Feel Pressure to Scale AI for CX, Yet Only 38% Have a Clear Approach to Governance
New research from CallMiner, the global leader in customer experience (CX) automation powered by conversation intelligence, reveals that organisations across Europe are rapidly scaling AI in CX, but governance frameworks are struggling to keep pace. Continue reading Nearly All European Organisations Feel Pressure to Scale AI for CX, Yet Only 38% Have a Clear Approach to Governance
Nearly One-Third of Contact Centre Agents Plan to Quit as Agent Experience Falls Short
Despite advances in AI and automation, contact centre agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say they are likely to leave their current role within the next six months. But there’s a clear path forward: applying AI directly to agent workflows. Continue reading Nearly One-Third of Contact Centre Agents Plan to Quit as Agent Experience Falls Short