Verint：2026年客户体验现状报告：弥合客户预期与实际服务体验的差距（英文版）（26页）.pdf

1、Close the Gap Between What Your Customers Expect and the CX You DeliverTHE STATE OF CUSTOMER EXPERIENCE2026Addressing the Widening Experience Gap Key FindingsTrend 1:The Widening Experience GapTrend 2:The Human-AI RebalanceTrend 3:Stabilization of Channel PreferencesTrend 4:Fast or Human?Customers W

2、ant BothTrend 5:The CX TightropeConclusionMethodology3 4581216 1922 25 ContentThe CX Automation CompanyTM3STATE OF CUSTOMER EXPERIENCE REPORT 2026As a CX leader,the pressure to deliver is always high.But what makes this moment different is the pace of change.Customer expectations are accelerating,sh

3、aped by a world where AI delivers information instantly.The findings in this years State of Customer Experience make that clear.Over half of respondents say businesses are falling short of their customer service expectations.The gap between what customers want and what they actually experience conti

4、nues to widen.Closing that gap requires a fundamentally different approach to how your contact center deploys AI while preserving the human touch when it matters most.Now in its fifth year,this report helps you navigate that challenge.It provides a clear view of what customers expect today,where bus

5、inesses are falling short,and what it takes to close the gap.The research is grounded in the experiences of thousands of real customers and has significant implications for how we think about AI,human agents,and the balance between the two.Addressing the Widening Experience GapAs you read through,I

6、encourage you to consider not just how customer experience is changing,but how your organization can get ahead of it.The brands that are winning are those that deploy AI to resolve issues end-to-end,equip their agents with AI-powered tools to deliver faster and more effective service,and never lose