DCX Stats Index 2026

Source-backed statistics · Updated July 30, 2026 · Newest first within each category

Jump to a category:

• 🤖 AI, Automation, and Service Trust (14)

• 🎧 Contact Center, Support, and Resolution (17)

• 🛍️ AI Shopping, Agentic Commerce, and Retail (12)

• 🏆 CX Leadership, Strategy, and Organizational Reality (5)

• 🔍 Fraud, Transparency, and Proof (6)

• 📦 Refunds, Returns, Claims, and Effort (7)

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🤖 AI, Automation, and Service Trust

• Customers are approximately three times more likely to use third-party GenAI tools than company-provided chatbots when trying to resolve a service issue.
  _{Source: Gartner · Published in DCX: July 12, 2026}

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• 86% of consumers explore the original source after reading an AI-generated summary.
  _{Source: WordPress VIP, Future of the Web 2026 · Published in DCX: June 30, 2026}

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• 64% of customers believe companies are reckless with customer data.
  _{Source: Salesforce, State of the Connected Customer · Published in DCX: June 14, 2026}

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• 36% of entrepreneurs said they would avoid relying on AI for decisions affecting customers, regardless of convenience.
  _{Source: LegalZoom via Business Wire · Published in DCX: May 21, 2026}

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• 74% of enterprises said they had rolled back or shut down a deployed AI customer communications agent after a governance failure.
  _{Source: Sinch, The AI Production Paradox · Published in DCX: May 15, 2026}

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• 98% of consumers said they would repurchase from an AI-recommended brand after a positive experience. AI-referred customers were twice as likely to abandon after errors, and 81% said they would not return after one poor experience.
  _{Source: Quantum Metric · Published in DCX: May 13, 2026}

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• 83% of U.S. consumers say brands should be held accountable when an AI-powered interaction goes wrong; 82% expect AI to meet the same standard as a human representative.
  _{Source: 2026 Delight AI Index · Published in DCX: May 6, 2026}

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• 89% of consumers believe companies should always offer the option to speak with a human.
  _{Source: SurveyMonkey · Published in DCX: May 1, 2026}

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• Nearly 1 in 5 consumers who used AI for customer service said they saw no benefit.
  _{Source: Qualtrics 2026 Global Consumer Experience Trends Report · Published in DCX: April 8, 2026}

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• 78% of Americans use AI-enabled tools in daily life, but only 18% would trust AI to make financial recommendations on its own.
  _{Source: TD Stories · Published in DCX: April 3, 2026}

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• 79% of Americans strongly prefer interacting with a human over an AI agent in customer service.
  _{Source: SurveyMonkey · Published in DCX: March 26, 2026}

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• 95% of consumers want to know why AI makes the decisions it does.
  _{Source: Zendesk CX Trends 2026 · Published in DCX: March 8, 2026}

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• 50% of consumers say they would cancel a service if customer support was solely AI-driven, and 42% would pay extra for human representatives.
  _{Source: SurveyMonkey · Published in DCX: March 1, 2026}

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• 40% of shoppers said they would feel misled if a brand did not disclose they were interacting with AI.
  _{Source: Talkdesk Post-2025 Holiday AI Survey · Published in DCX: January 18, 2026}

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🎧 Contact Center, Support, and Resolution

• Bank of America says EricaAssist reduces average call time by nearly one minute per interaction while keeping the employee in the conversation.
  _{Source: Bank of America · Published in DCX: July 22, 2026}

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• Genesys reports that 85% of consumers have spent less or stopped doing business with a brand after poor service, and 21% say one bad experience is enough to switch.
  _{Source: Genesys via PublicNow · Published in DCX: July 15, 2026}

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• A Taobao field experiment covering 680,676 online service chats found that agentic AI improved service speed overall but did not improve service quality for AI-eligible chats.
  _{Source: Tuck School of Business / Alibaba field research · Published in DCX: July 13, 2026}

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• Commonwealth Bank says 84.6% of self-service messaging interactions were resolved end to end inside the messaging channel in May 2026.
  _{Source: Microsoft / Commonwealth Bank · Published in DCX: July 9, 2026}

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• Siemens says its production AI agent handles 90% of inbound calls autonomously, either resolving the request or routing the caller to the correct destination without human intervention.
  _{Source: AWS / Siemens · Published in DCX: July 8, 2026}

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• Texas DPS was receiving roughly 640,000 driver-license calls a month while its old contact center answered only about 10% of incoming calls.
  _{Source: StateTech Magazine · Published in DCX: July 6, 2026}

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• In a Nubank card-delivery support deployment, an evaluation-driven AI agent produced a 37 percentage-point lift in AI transactional NPS and a 29 percentage-point gain in self-service rate versus prior agent variants.
  _{Source: Nubank researchers, KDD 2026 paper · Published in DCX: June 10, 2026}

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• 58% of consumers abandoned a chat after realizing they were talking to AI instead of a human representative.
  _{Source: Corporate Insight · Published in DCX: June 2, 2026}

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• AI service-agent adoption rose from 39% of customer service organizations in 2025 to 66% in 2026, a 1.7x increase.
  _{Source: Salesforce State of Service: AI Agent Edition · Published in DCX: May 20, 2026}

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• 55% of AI-touched support tickets end in a human handoff; after handoff, median shopper wait time is 10 hours, and 33% of handed-off tickets are abandoned without a human response.
  _{Source: Gorgias · Published in DCX: May 7, 2026}

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• 85% of customer service and support leaders are expanding human agent responsibilities as AI reduces contact volume and shifts work toward higher-value tasks; only 31% have implemented or are planning frontline layoffs through Q1 2027.
  _{Source: Gartner · Published in DCX: May 4, 2026}

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• 43% of teams with mature AI deployment reported higher quality and consistency across support, compared with 24% of teams still in initial deployment.
  _{Source: Intercom · Published in DCX: April 30, 2026}

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• Nearly one-third of contact center agents, 31%, say they are likely to leave their current role within the next six months.
  _{Source: Verint · Published in DCX: April 16, 2026}

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• Gartner says more than 50% of customer service organizations will double their technology spend by 2028.
  _{Source: Gartner · Published in DCX: April 2, 2026}

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• 91% of customer service leaders say they are under pressure from executive leadership to implement AI in 2026.
  _{Source: Gartner · Published in DCX: March 31, 2026}

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• 64% of customers say service quality is the single most important factor separating one company from another.
  _{Source: Accenture Song · Published in DCX: February 15, 2026}

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• 60% of customer service agents fail to promote self-service options during interactions.
  _{Source: Gartner · Published in DCX: January 25, 2026}

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🛍️ AI Shopping, Agentic Commerce, and Retail

• Michaels says shoppers using its Ask Mike assistant convert at more than twice the rate of shoppers using traditional search; 27% of Ask Mike interactions led to a product click or add-to-cart.
  _{Source: Modern Retail · Published in DCX: July 26, 2026}

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• 38% of about 22,000 respondents said they would use AI to research a destination, and 33% would use it to plan a holiday itinerary.
  _{Source: Financial Times citing Skyscanner/OnePoll · Published in DCX: July 1, 2026}

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• Target says AI-driven traffic to Target.com increased nearly 2,000% year over year.
  _{Source: Target · Published in DCX: June 28, 2026}

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• Only 11% of U.S. consumers were willing to let AI make purchase decisions for them.
  _{Source: Gartner · Published in DCX: May 28, 2026}

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• Revenue per session from personalized experiences more than doubled between December 2025 and March 2026, rising from $1.12 to $2.64.
  _{Source: Klaviyo Q1 2026 Commerce Trends Report · Published in DCX: May 11, 2026}

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• Radial found that 58% of consumers are open to ordering through an AI assistant, yet only 6% have actually done so; 19% would never trust AI with payment information.
  _{Source: Radial · Published in DCX: May 5, 2026 · April 1, 2026}

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• In a 50-store pilot, Home Depot said its AI voice agents identified why a customer was calling in fewer than 10 seconds and got people to a solution four times faster than traditional phone menus.
  _{Source: Home Depot / Google Cloud · Published in DCX: April 23, 2026}

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• AI traffic to U.S. retail sites rose 269% year over year in March 2026.
  _{Source: Adobe · Published in DCX: April 22, 2026}

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• Generative AI reached 53% population adoption within three years, and the estimated value of those tools to U.S. consumers hit $172 billion annually by early 2026.
  _{Source: Stanford HAI 2026 AI Index · Published in DCX: April 14, 2026}

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• Carrefour Israel and A2Z Cust2Mate plan to deploy 4,000 smart shopping carts nationwide under a five-year agreement, with rollout starting in Q3 2026 across six flagship stores.
  _{Source: Carrefour Israel / A2Z Cust2Mate · Published in DCX: April 7, 2026}

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• 47% of consumers believe that within 10 years, they will have an AI agent that interacts with companies for them.
  _{Source: Medallia · Published in DCX: March 24, 2026}

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• 89% of shoppers used AI in some way during holiday shopping, and 74% said AI saved them hours.
  _{Source: Talkdesk Post-2025 Holiday AI Survey · Published in DCX: January 18, 2026}

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🏆 CX Leadership, Strategy, and Organizational Reality

• Only 47% of UK bank executives had conducted even one test around AI disruption; 26% had conducted none.
  _{Source: The Guardian citing KPMG · Published in DCX: June 22, 2026}

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• 40% of organizations said they had paused or canceled at least one AI initiative; among them, 46% cited integration complexity, 33% internal resistance or misalignment, 31% unclear or inconsistent ROI, and 26% poor employee experience.
  _{Source: RingCentral Agentic AI Trends 2026 · Published in DCX: May 14, 2026}

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• 87% of leaders say front-office integration is the path forward, but only 5% say they have fully achieved it.
  _{Source: KPMG 2026 Total Experience study · Published in DCX: April 22, 2026}

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• 84% of executives think customers would recommend their company; only 45% of customers actually would.
  _{Source: Capgemini Research Institute · Published in DCX: April 19, 2026}

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• 50% of employees now use AI frequently at work, yet only 20% say they use only company-provided AI tools.
  _{Source: Qualtrics 2026 Employee Experience Trends Report · Published in DCX: February 22, 2026}

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🔍 Fraud, Transparency, and Proof

• 20% of organizations surveyed by ACFE and SAS already use behavioral biometrics in anti-fraud programs; another 19% expect to adopt it within two years.
  _{Source: ACFE and SAS, 2026 Anti-Fraud Technology Benchmarking Report · Published in DCX: July 27, 2026}

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• Zscaler tested 26 AI models against malicious web pages designed to trick agents. Four models mishandled one payment-scam test, and two treated a fake DeBank page as legitimate.
  _{Source: Zscaler ThreatLabz · Published in DCX: July 7, 2026}

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• Nearly 1 in 11 identity-verification attempts showed indicators of AI involvement.
  _{Source: AU10TIX Q1 2026 Global Identity Fraud Benchmark · Published in DCX: May 27, 2026}

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• In 2025, the FTC received 3 million fraud reports, and consumers reported $15.9 billion in losses.
  _{Source: FTC · Published in DCX: March 30, 2026}

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• Autodesk tested AI Transparency Cards: transparency rose 26%, reliability rose 13%, while capability and humanity dipped.
  _{Source: Deloitte / Autodesk · Published in DCX: January 25, 2026}

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• Runway recruited 1,043 participants for a “Real or AI?” test; only 9.5% performed above the statistical threshold for accurate detection, and overall accuracy was 57.1%.
  _{Source: Runway · Published in DCX: January 25, 2026}

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📦 Refunds, Returns, Claims, and Effort

• Only 24% of surveyed business travelers described their travel experience as seamless and low effort.
  _{Source: Amex GBT · Published in DCX: July 28, 2026}

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• 93% of consumers say a bad return experience makes them less likely to shop with a brand again.
  _{Source: Vogue citing Salesforce data · Published in DCX: July 2, 2026}

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• Physicians and staff spend an average of 13 hours each week completing prior-authorization requests.
  _{Source: Cognizant citing the American Medical Association · Published in DCX: May 31, 2026}

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• Gartner says 63% of insurance leaders are modernizing core systems to remove customer-facing friction.
  _{Source: Gartner / OpenText · Published in DCX: January 25, 2026}

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• IDC reports customer communications are up 18%.
  _{Source: IDC / OpenText · Published in DCX: January 25, 2026}

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• Swiss Re Institute projects insured catastrophe losses around $146 billion.
  _{Source: Swiss Re Institute · Published in DCX: January 25, 2026}

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• Nearly half of shoppers prefer going to the dentist over waiting for a slow refund.
  _{Source: TodayPay · Published in DCX: January 11, 2026}

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