We surveyed 5,232 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
Find out what matters most to consumers based on over 5,000 global responses
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
