Customer Expectations Held Flat for Eleven Years. Patience Ran Out.
The American Customer Satisfaction Index read 76.1 in August 2026, the same score it held in 2015, so United States customer expectations have held flat for eleven years while complaints hit records and the variable that actually moved was tolerance.
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The 95% Scaled AI Fast. The 5% Scaled It Smart.
The companies profiting from AI scaled the work they had redesigned first, kept people on the decisions that carry risk, and grew only the parts that stayed reliable.
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