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
Category Archives: Market Research
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
Ada Study Finds Consumers Prefer “Always-On” AI Customer Service, But Only When It Can Successfully Resolve Their Issue
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
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