We surveyed 5,157 consumers and 1,181 CX leaders on the state of customer experience.
82% of consumers say a company is only as good as its service
30% of consumers stopped doing business with a company in the last year because of a bad
experience
41% of consumers have recommended a company after a positive customer service
experience
41% of CX leaders say keeping pace with rising customer expectations is the biggest
challenge facing their CX organization
Consumers want their issue fixed — fast
Find out what matters most to consumers based on over 5,000 global responses
CX leaders aren’t delivering the personalized, omnichannel experiences that consumers want
97% of consumers say it’s important to be able to move from one channel to another without
having to repeat information
84% of CX leaders don’t offer multiple channels with completely integrated technology and
seamlessly connected data
CX leaders are investing for the future
33% of CX budgets are expected to go to AI-powered technology in the next 12 months
57% of CX technology is not fully in the cloud
33% of CX leaders are challenged by siloed departments with separate customer
engagement solutions
Ready to future-proof your CX strategy?
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1,000 CX leaders.
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