The “State of Customer Experience” report, based on a survey of 5,232 consumers and 1,181 CX leaders, highlights key trends and challenges in the current CX landscape.

Key findings:

 

• 82% of consumers say a company’s quality is defined by its service.
• 30% of consumers stopped doing business with a company due to a bad experience.
• 41% of consumers recommend a company after a positive experience.
• 97% of consumers want seamless transitions between channels without repeating information.
• 84% of CX leaders fail to provide fully integrated omnichannel support.
• 33% of CX budgets will be allocated to AI technologies in the next year.
• 57% of CX tech is not fully cloud-based, and 33% of leaders struggle with siloed customer engagement systems.

 

The report underscores the need for companies to focus on improving service quality, adopting AI solutions, and achieving greater integration to meet rising consumer expectations and enhance CX delivery.