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