How Business Leaders and Consumers See AI in CX

AI adoption is no longer the hurdle. Five9's 2026 Business Decision Maker Report surveys 500+ business leaders and 1,000+ consumers to map where AI investment is delivering measurable value, and where execution gaps are widening.

The findings are clear: there is no universal CX AI playbook. How you implement, orchestrate, and govern AI defines whether your organisation leads or lags.

What you'll find inside:

• How AI is delivering real results in CX — and where the experience still falls short for customers
• Why you might prefer a human — and what that preference is telling businesses about AI
• Where the handoff from AI to a real person makes or breaks your trust in a brand
• What both sides of the conversation — business and customer — need from AI to get it right