1、The State of Customer Service and CXThe State of Customer Service and CXResearched and summarized by Shep Hyken,customer service/CX expertThe latest research on whatcustomers want,need,and expect.2026Get Sheps Latest Tips,Research and Morewww.HWelcome to this years State of Customer Service and CX r

2、eport.Each year,we survey more than 2,000 American consumers to learn and understandhow they feel about the experiences they receive from the companies andbrands they do business with.Is there something more important than customer service or CX?How are customers reacting to using AI,whether its opt

3、ional or forcedupon them?Will a customer really stop doing business with a company because oftheir satisfaction survey?Even with AIs ability to create a better customer experience,why doseven out of ten customers still prefer to use the phone?Are customers willing to pay more if they know they will

4、have a goodcustomer experience?All of these questions,and more,will be answered throughout the pagesof this report.Ill also share my thoughts on why these findings areimportant to you and your business.The numbers tell a story.They canhelp form your customer service or CX initiative.They can confirm

5、 thatwhat youre doing is right(or wrong).Yes,this is a“consumer”report,but this is important:It doesnt matter what type of business you run or what industry you arein,whether you are a B2C or B2B business,your customer(who you mightcall clients,members,residents,patients,fans,etc.)no longer compares

6、you to a direct competitor.Their benchmark for a great service experienceis based on the best company or brand they have done business with.It can be Amazon because of its consistency,a restaurant because of thestaffs friendliness,or it could be a manufacturing company that has aninside salesperson