2026 Customer Experience Report – Consumer Edition

Five9 partnered with Hanover Research to survey 3,000 consumers in the US, UK and Germany on the state of Customer Experience (CX). This report delivers essential insights into how consumers feel about AI in customer service, where it breaks down and what it takes to bring them along.

What's inside:

• Why consumer trust in AI more than doubles when a clear human option is available
• Which customer service tasks consumers will let AI handle alone and which they won't
• Where AI-to-human handoffs break down and how to fix them
• How attitudes toward AI differ by generation and country