Nearly 60% of Singapore consumers will switch brands due to bad AI experience

Similarly, 62% of customer service agents observed declining brand loyalty.

Singapore consumers have an increasingly low tolerance for bad experiences with AI, with nearly six in ten ready to switch to a competitor after just one bad interaction.

According to its 2025 CX Trends Report, Zendesk said those on the frontlines face a similar challenge—62% of customer service agents in Singapore have observed declining brand loyalty among consumers.

Meanwhile, three out of four consumers in Singapore believe customer service is crucial for earning their loyalty.

Additionally, 76% say they would use AI more often if it provided better-personalised experiences, whilst ​​75% believe it's important for AI and bots to have human-like interactions with them.