CCW Research Market Study - CX in 2030
Insights from the June 2026 Customer Contact Week (CCW) Market Study
Based on a May 2026 survey of 1,004 U.S. consumers, CCW Digital’s CX in 2030 Market Study reveals how customers view today’s service experiences, where AI falls short, and why human expertise remains essential. Sponsored by Liveops, the report highlights the trends shaping customer trust, loyalty, and the future of CX.
Download the report to:
- Why 45% of consumers say customer experiences are improving, while 60% still describe the typical experience as inconvenient
- How 75% of consumers feel confident in support from human phone agents, compared with fewer than 20% for IVRs and chatbots
- What brands can do to encourage greater self-service adoption among the 87% of consumers willing to use it more frequently
- Why seamless escalation, complete resolution, transparency, and data security will be essential to earning customer confidence through 2030