We surveyed 5,157 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 

Consumers want their issue fixed — fast 

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

CX leaders aren’t delivering the personalized, omnichannel experiences that consumers want 

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  

CX leaders are investing for the future 

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 

Ready to future-proof your CX strategy? 

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