A global Morning Consult consumer study reveals what really drives loyalty — and what causes customers to leave. Spoiler: it’s not the chatbot, it’s the outcome.

In a world where AI is everywhere, your customer experience still hinges on one thing: whether or not you solve the problem. This new Zoom-commissioned report, based on insights from over 3,500 global consumers, breaks down the biggest gaps between what customers expect and what brands deliver.

You’ll learn:

• Why 82% of consumers churn after unresolved issues
• What drives trust in AI-powered support
• How agentic AI closes the gap between frustration and resolution
• Why thoughtful escalation is key to retention