Study: One bad experience can send a customer elsewhere
The cost of falling short with regard to the customer experience is very real.
The majority (79%) of respondents would switch to a competitor after a single negative customer experience, according to a new survey from Verint. Other findings show customers are not frustrated with AI self-service, but with AI that leaves their issues unresolved.
Verint’s “The State of Customer Experience” study also revealed that 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, according to Verint.
“As the bar rises, the cost of falling short grows with it,” the study noted.
Other key takeaways from the survey are below.
•The cost of falling short is real: Eighty-percent 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.
•Speed wins above everything else: The majority (78%) of customers prioritize the fastest resolution over using their preferred channel, making speed the single biggest driver of great CX.
•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 rise,
“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.
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.
