Findings Also Show 69% of Customers Would Switch From Human Service to Automation – As Long as It Resolves Their Issue
New survey research from Verint® reveals 79% of respondents would switch to a competitor after a single negative customer experience. Further findings show customers are not frustrated with AI self-service, but with AI that leaves their issues unresolved. The solution to these challenges is AI that delivers complete resolution, with human support available when it matters most.
The data is clear: customers are not frustrated with AI itself, but with AI that leaves their issues unresolved. And the solution is fast, complete resolution with a human available when it matters.
These are among the key findings of The State of Customer Experience 2026 report, based on a survey of 5,000 consumers in the U.S. and created by Verint, The CX Automation Company™.
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Customer expectations have reached a new high, with 42% reporting increased service expectations in 2026. This is shaped by demand for faster resolution, smarter automation and seamless access to human agents. As the bar rises, the cost of falling short grows with it.
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Other key findings:
- Human preference is rising, but outcomes matter: While 61% currently prefer speaking to a human agent, 69% say they would switch to automated service if it could fully resolve their issue. Among younger customers, the number rises to 93%.
- Speed wins above everything else: 78% of customers prioritize the fastest resolution over using their preferred channel, making speed the single biggest driver of great CX.
- The cost of falling short is real: 80% of consumers say they’d repurchase and recommend after a great experience, but 51% say businesses don’t deliver when they need help. The gap is a direct threat to revenue and loyalty.
“Customers don’t avoid AI; they avoid AI that doesn’t work,” said Anna Convery, chief marketing officer at Verint. “They want fast, end-to-end resolution, with a human available when needed. Organizations that balance agentic self-service with AI that empowers agents and enables seamless handoffs will be better positioned to earn loyalty and avoid churn.”
