2026 CCW Digital | Executive Research Report

Beyond Deflection: Why Agentic AI Is Redefining Customer Service

For years, AI promised transformation. Most organizations saw slower-than-expected progress.

Agentic AI is changing that.

New research reveals how organizations are moving beyond basic automation to AI that can take action, resolve issues, and deliver measurable business impact.

Key Findings

96% are seeing ROI

Organizations report results that met (54%) or exceeded (42%) expectations.

72% report higher employee satisfaction

AI agents free employees from routine tasks.

Customers are returning to self-service

50% report increased engagement with AI-powered self-service channels.

Inside the Report

  • Where organizations are deploying agentic AI today
  • The use cases delivering the greatest impact
  • How customer expectations are changing
  • The evolving role of human agents
  • What leaders expect by 2030

The era of AI-powered deflection is ending.

Dig in to see how leading organizations are turning deflection into resolution today.

Download the report now.

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