Findings Also Show 69% of Customers Would Switch From Human Service to Automation – As Long as It Resolves Their Issue

MELVILLE, N.Y.: #AI--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.

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™.

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.

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.”

To learn more, download The State of Customer Experience 2026 report and see how Verint’s AI-powered solutions provide stronger, faster, measurable outcomes.

Survey Methodology

The findings from Verint’s The State of Customer Experience 2026 report are based on a total of 5,000 surveys conducted with U.S. consumers who are part of an online panel. The surveys took place between January 5, 2026, and February 13, 2026.

About Verint

Verint® is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world’s most iconic brands use the Verint CX Automation Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered platform; driving enhanced customer engagement, increased efficiency and reduced costs across contact centers, back offices and digital channels. Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®. Learn more at Verint.com.

VERINT, VERINT DA VINCI, VERINT OPEN CCAAS, THE CX AUTOMATION COMPANY, THE CUSTOMER ENGAGEMENT COMPANY, THE ENGAGEMENT CAPACITY GAP and CALABRIO are trademarks of Verint Systems Inc., its parent or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.

Fonte: Business Wire