AI alone won’t save CX. Resolution will.
A global Morning Consult consumer study reveals what really drives loyalty — and what causes customers to leave. Spoiler: it’s not the chatbot, it’s the outcome.
In a world where AI is everywhere, your customer experience still hinges on one thing: whether or not you solve the problem. This new Zoom-commissioned report, based on insights from over 3,500 global consumers, breaks down the biggest gaps between what customers expect and what brands deliver.
You’ll learn:
- Why 82% of consumers churn after unresolved issues
- What drives trust in AI-powered support
- How agentic AI closes the gap between frustration and resolution
- Why thoughtful escalation is key to retention
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