The State of Customer Experience 2025

New Insights

What do consumers think good CX looks like?

Over 65% of consumers want to switch between channels without repeating themselves, and they value being connected straight away to the right person during an interaction.

Following surveys with 5000+ consumers and 1100+ CX leaders across multiple regions.

What customers don’t want

The inability to resolve problems on the first try and difficulty reaching a live agent are major pain points for consumers. This frustration, particularly the lack of access to human support, is the primary catalyst for customers switching brands.

In the last 12 months

The most used channels were email and live agent via phone, and the preferred channel for people is live agent via phone. With the rise of deflection and other channels such as WhatsApp, is this a surprise?
Read full findings here!