2026 Business Leaders’ CX Report

Research conducted by Five9 found nine in 10 organizations are piloting or have already implemented one or more AI use cases, with self-service, quality assurance, and speech and text analytics leading the pack. What's more, almost all respondents reported positive ROI across every use case. 

Nine in 10 surveyed businesses also said they believe their service proposition has improved as a result of using AI. But among consumers that 90 percent dropped to 57 percent. In fact, only 37 percent of consumers think that using an AI-powered self-service channel is faster than speaking to a human.  

Without address, this disconnect could threaten the future of AI in CX, dampening the benefits it can bring to organizations and their agents.

The solution? AI in CX must evolve. 

This whitepaper from Five9 sets out the statistics that show where businesses and consumers stand today. It explains why AI adoption is not a finishing line, but a starting point, and it sets out why strategy is the path to customer acceptance and, therefore, success. 

Download this whitepaper to read about:

• The insights garnered from surveying 3,000 consumers and 600 business decision-makers about their experiences with AI-powered customer service
• Addressing the disconnect between enterprise AI use and the consumer demand for human agents.
• Why and how AI in CX must evolve and the strategic steps your organization can take.