Agentic CX in 2026: What Consumers Expect and Most Enterprises Miss

AI has moved from pilot to production across customer service. But performance hasn’t kept up with expectations.

• 59% of consumers prefer always-on AI, but only if it resolves their issue
• Just 24% achieve full resolution without human support
• 55% of businesses have no visibility into AI agent performance

The result: a growing disconnect between what AI can do and what customers actually experience.

This report breaks down where that gap exists and how to close it.

Why This Matters?:

Customers aren’t rejecting AI. They’re rejecting poor outcomes.

The data shows that frustration isn’t driven by lack of empathy, but by failure to resolve issues. According to the findings on page 5, 74% of consumers cite comprehension failures, while 56% encounter capability gaps.

At the same time, businesses are optimizing for speed and cost, not resolution. That misalignment is limiting ROI and undermining CX transformation efforts.

What You’ll Learn:

• Where AI is Falling Short: Understand why only 1 in 4 customers achieve full resolution and what’s driving escalation and abandonment.
• The Measurement Gap: Discover why more than half of businesses can’t track AI performance and how that impacts ROI and scalability.
• What Customers Actually Value: See why accuracy, problem-solving, and speed rank far above empathy in customer priorities.
• How Leading Brands Are Closing the Gap: Explore real-world examples of organizations achieving up to 84% AI resolution rates and measurable CX gains.

Who Should Download This?:

• Heads of Customer Experience
• Contact Center and CX Operations Leaders
• CIOs and IT Leaders responsible for CX platforms
• Digital and AI Transformation leaders

If you’re investing in AI for CX, this report shows where to focus next.