New research from Execs In The Know finds consumers increasingly open to AI-powered customer service, but accuracy, trust, human expertise, and dependable resolution remain essential to the CX.
PHOENIX, Oct. 5, 2026 /PRNewswire-PRWeb/ -- Consumers are increasingly comfortable letting AI resolve their customer service issues, but they aren't willing to lower their expectations for accuracy, communication, ownership, or resolution. That tension is at the heart of the newly released 2026 CX Leaders Trends & Insights: Consumer Edition from Execs In The Know.
Two-thirds (67%) of consumers say they are comfortable with AI fully resolving a customer service issue, yet better accuracy is the top factor that would make consumers more likely to adopt AI for customer care. At the same time, 86% of consumers say a great customer service experience increases their overall trust in a brand, while 74% say confidence in customer service "Immensely" or "Significantly" influences whether they continue doing business with a brand. Conversely, 87% say they have stopped or slowed doing business with a company because of poor customer service support.
"This year's findings reinforce the notion that consumers aren't asking brands to choose between technology and people. They're asking for confidence in whatever journey they choose to take," said Susan McDaniel, Co-Founder and COO of Execs In The Know. "Customers want to know they can get the right answer, that someone or something owns their issue, and that the experience will ultimately lead to resolution. As AI takes on a greater role in customer care, those fundamentals become more important, not less."
Among the findings explored in the new research:
- AI acceptance is outpacing performance. Sixty-seven percent of consumers are comfortable with AI fully resolving an issue, but better accuracy remains the top factor that would increase their willingness to adopt AI for customer care.
- Consumers aren't abandoning the phone. Phone use rose 11 points year over year to 60%, even as multichannel use declined. First Contact Resolution also fell from 69% to 61%, challenging the assumption that more digital channels automatically translate into better customer experiences.
- Assurance matters when resolution takes time. Seventy-seven percent say proactive communication increases trust, while 78% value being able to check the status of a customer service issue at any time.
- AI isn't replacing the need for human expertise. Training for agents and support staff ranks as the top CX investment priority at 35%, even as consumers become more comfortable with AI-powered service.
The research also reveals a broader strategic mandate for CX: 90% of consumers say customer care and CX organizations should have meaningful influence within the company.
Taken together, the findings suggest that more technology and more choice do not automatically create better experiences. As AI assumes more responsibility for customer care, the fundamentals — accuracy, communication, accountability, human expertise, and dependable resolution — remain central to earning customer trust.
The complete 2026 CX Leaders Trends & Insights: Consumer Edition is now available through the CX Research section of the Execs In The Know website.
[Download the 2026 CX Leaders Trends & Insights: Consumer Edition]
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Laurie Tomko, Execs In The Know, 1 8043631432, [email protected], Execs In The Know
SOURCE Execs In The Know
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