The State of Customer Experience report

We surveyed 5,157 consumers and 1,181 CX leaders on the state of customer experience.

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I would like someone to reach out to me

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 organisation

Find out what matters most to consumers based on over 5,000 global responses

Download the report to view the full chart and see what consumers value

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

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

Unlock this report full of key insights from our survey of over 5,000 global consumers and 1,000 CX leaders.