Chat is no longer a “nice-to-have”, it’s the front door of customer support. But most chatbots still frustrate customers, overload agents, and fail to deliver ROI. This exclusive report reveals what 50 CX, Ops, and Support leaders are really saying about chat today and what’s next for teams that want to move beyond outdated bots.

What you’ll learn:

• The real state of chat in 2026 - Why 73% of companies are still stuck with bots that deflect instead of resolve.
• Why most chat projects fail - And how agentic AI flips the ROI equation by resolving, not just routing.
• How buyer maturity shapes priorities - From quick ROI to long-term strategic partnerships.
• The pricing model shift - Why resolution-based pricing aligns incentives and delivers real value.
• The new partner checklist - What to look for in your next chat solution so you don’t get stuck with legacy problems.

Who should read this report?

• CX leaders evaluating their next chat investment
• IT teams looking  to purchase, integrate or maintain a chat solution
• Support leaders tired of rising escalations and disappointed customers

Download the guide and see what’s next for chat.