A customer starts with a chatbot, switches channels and finally reaches a live agent, only to explain the whole issue again. Sound familiar?

Despite years of investment in AI, automation and digital self-service, resolving an issue hasn’t become any easier for many consumers. CSG’s 2027 State of the Customer Experience Report calls this Effort Inflation: the growing time, steps and mental effort customers face when trying to get something done with a brand.

Based on a survey of 1,800 digital consumers, the report examines where customer effort is building, how consumers are responding and what CX leaders can do about it.

Inside the report, discover:

• The loyalty risk: Why 86% of consumers are likely to consider leaving a brand when resolving issues with it takes too much effort
• The AI disconnect: Why 81% say AI support takes more effort than speaking with a live person
• The customer workaround: How 77% have used third-party AI assistants to help resolve issues with a brand
• Four ways to reduce effort: How CX leaders can improve AI, customer journeys, personalization and accountability

More ways to get help shouldn’t mean more work for customers. Download the report to see where effort is rising and how CX leaders can start bringing it down.