South Africa, Aug. 31 -- The report suggests that South Africans are embracing agentic tools much faster than businesses think. Yet, that acceptance doesn't come for free, so to speak. They expect a foundation of governance, transparency, and local human support to back it up.

The overarching conclusion of the 2026 CX report is that automated support is an enabler, not a standalone solution. Brands that treat AI purely as a tool to cut costs or replace humans risk widening the trust gap and alienating customers.

An insight that would give any C-suite sleepless nights is the fact that rather than complaining publicly, 52% of South African consumers will simply stop supporting the brand entirely, while 55% will quietly switch to a competi...