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

Download the report

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