Twilio presents

Customer Insights Series

We asked thousands of consumers and business leaders what’s next for AI, engagement, and the future of CX. Here’s what they revealed.

A person and a robot studying a map together with clouds and a star in the background.

A person and a robot studying a map together with clouds and a star in the background.

A quick look inside

AKA what's driving the next era of customer connection

of consumers say they are satisfied with AI-powered interactions.

of brands struggle to understand customers due to disconnected data.

of consumers have tried to bypass AI agents to speak directly to a human.

Read the insights

Instant access to our complete findings

Insight 1

How to scale automation without losing customer confidence

Insight 2

Navigating the data deluge: A compass for customer context

Insight 3

The great AI illusion: Why customers value empathy over imitation

Insight 4

Is AI adding value to the customer experience—or taking it away?

Global research surveying

7,652 global consumers

660 businesses

18 different countries

22 days (April 9 to May 1, 2026)

Swipe to see more customer stats

Hot takes & deep dives

Check out our latest blog posts and executive perspectives to see how these insights play out in the real world.

Why 78% of customers try to bypass your AI agent

Red geometric robot with a name tag that says Hello My Name is AI on a bright red background.

Red geometric robot with a name tag that says Hello My Name is AI on a bright red background.

Your customers don't hate AI — they hate you lying about it

How to disclose AI to customers without killing the conversation

4 must-ask questions before you delegate to your AI agent

Cartoon robot holding suitcase next to another suitcase on wheels.

Cartoon robot holding suitcase next to another suitcase on wheels.

Red geometric robot with a name tag that says Hello My Name is AI on a bright red background.

Red geometric robot with a name tag that says Hello My Name is AI on a bright red background.

Collected, stored, and useless: The lifecycle of most customer data

How to design an AI-to-human handoff that preserves context

More data won't make your AI smarter (here's what will)

The #1 AI behavior hurting your customers’ experiences

86% of brands think their AI works. Only 51% of customers agree.

Your customers don't want an AI friend. They want an answer.

A red robot performing on stage with a dynamic background and spotlight effect.

A red robot performing on stage with a dynamic background and spotlight effect.

How to design an AI agent for resolution instead of rapport

Smiling man with folded arms wearing a light coat, red frame overlaying the image

Smiling man with folded arms wearing a light coat, red frame overlaying the image

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