New Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support
Global study finds AI is delivering ROI, but trust hinges on transparency, choice and seamless human handoffs
Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today released its 2026 Business Leaders Customer Experience Report, uncovering how organizations are moving from AI experimentation to execution in customer experience. The global study found that 92% of organizations have already implemented or piloted AI use cases in customer service. Yet despite rapid adoption and measurable business results, consumer trust remains the defining challenge. While 80% of consumers are willing to use AI-powered customer service, two-thirds still prefer speaking with a human.
Based on a survey of 3,000 consumers and 600 customer experience and contact center decision-makers across the U.S., U.K., and Germany, the report explores the important difference that separates successful AI adoption from just effective AI execution. The findings show that organizations are realizing strong returns from AI investments, but long-term success depends on how well AI is integrated into customer journeys, employee workflows, governance frameworks, and human support experiences. The next phase of CX will be defined not by how much AI organizations deploy, but by how effectively they use it to build trust and improve outcomes.
