The State of Customer Experience report

We surveyed 5,232 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

Experiences matter to consumers

Consumers have high expectations. The cost of a poor experience can be steep.

53%

of consumers will switch from a favoured brand after two to five poor interactions

38%

of consumers say not being able to reach a live agent makes them want to scream or vow to switch brands

11%

Only 11% of consumers agree service is consistently excellent