Top Customer Experience (CX) Statistics You Need to Know in 2025

MX Bites / January 10, 2025

In today’s competitive world, customer experience (CX) is no longer a nice-to-have; it is fundamental in the way business is conducted. As we move into 2025 the data shows that the companies who make customer experience a priority are winning the market share which in turn is dramatically affecting their bottom line. The following 50 statistics give us an insight into the growth of personalization and AI-driven innovations and demonstrate that excelling in customer experience is not just giving you an advantage, but it’s a necessity to survive the current landscape. 

Critical Need For Customer Experience Excellence

1. 1. 80% of customers value their experience with a company as much as the products or services themselves. (Salesforce)
   2. Customer-centric companies are 60% more profitable. (Deloitte Digital) This shows a direct correlation between focusing on customers and financial success.
   3. Companies make 60% more money when they focus on their customers. (Deloitte Digital)
   4. 86% of people will pay more for a great experience. This shows how much customers value positive experiences. (EduMe)
   5. The customer experience (CX) software market is expected to grow to $22.08 billion by 2025. This highlights the substantial investment in improving CX. (WiserNotify)
   6. A 5% increase in customer retention can lead to a 25% to 95% boost in profitability. (Forbes)

By 2025, 89% of companies will compete primarily on CX (Medallia – Gartner). This demonstrates the shift from product and price to overall experience as a key differentiator.

Customer Expectations and Preferences

1. 1. 65% of consumers have switched to a different brand due to poor customer experiences. (Khoros) This shows the real consequences of poor CX.
   2. 74% of consumers are likely to switch brands if they find the purchasing process too difficult. (Nextiva)
   3. 73% of consumers will switch to a competitor after multiple bad experiences. (Zendesk CX Trends)
   4. 91% of dissatisfied customers will leave without voicing their concerns. (Desk365) This suggests that many issues go unreported, making it crucial to actively seek feedback.
   5. 72% of customers expect personalized experiences. (Zendesk) This shows that personalization is not a luxury, but an expectation.
   6. 80% of buyers are more likely to purchase from brands that offer personalized customer experiences. (IAGLoyalty) This reinforces the impact of personalization on purchasing decisions.
   7. 96% of customers say customer service is important in their choice of loyalty to a brand. (Forbes) This highlights the vital role of customer service in building loyalty.
   8. 79% of customers believe that personalized service is more crucial than personalized marketing. (Accenture)
   9. 77% of customers are open to exchanging personal data for a better experience. (Freshworks)
   10. 90% of customers expect consistent interactions across different channels and touchpoints. (SDL Research)
   11. 83% of customers say convenience while shopping is more important now than five years ago. (RetailStorey)

The Impact of Good and Bad Experiences

1. 1. 75% of consumers are willing to spend more with businesses that provide a positive customer experience. (Zendesk CX Trends) This highlights the financial benefit of great CX.
   2. Returning customers spend 67% more than new ones. (Business.com) This emphasizes the value of customer retention. 
   3. Customers who feel connected to a brand are worth 306% more over their lifetime. (Wisernotify) This illustrates the long-term financial benefits of emotional connections. 
   4. 77% of customers would recommend a brand after having even a single positive experience. (Qualtrics XM Institute)
   5. A survey reveals that 86% of customers leave a brand they were loyal to after experiencing two or three bad customer service. (Emplify)
   6. 49% had left a company they were loyal to in the past year due to negative interactions. (Vonage)
   7. Poor customer service costs most companies more than $75 billion a year. (Vonage)
   8. 72% of customers are likely to share their positive experiences with others. (Help Scout)
   9. On the flip side, 13% of customers will share a negative experience with 15 or more people. (fluentSupport)
   10. Companies with strong omnichannel strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel strategies. (UniformMarket)
   11. Only 20% of consumers would forgive a company after a bad experience if they previously rated the customer service as “very poor,” while nearly 80% would forgive a bad experience if they considered the service “very good”. (Qualtrics XM Institute – HelpScout)

The Role of AI and Technology in CX

1. 1. 91% of CX leaders believe AI will build trust through greater transparency in AI-driven decisions. (Zendesk CX Trends)
   2. 72% of businesses agree that the use of AI and bots and its expansion is very or somewhat important for them to gain customer experience. (Wisernotify)
   3. 63% of retailers are using AI to improve their customer experience. (Wisernotify) This demonstrates that AI adoption is underway, especially in the retail sector.
   4. Companies using AI for customer service report 20% higher customer satisfaction rates since it resolves problems quickly. (Plivo)
   5. Chatbots and virtual assistants are the most adopted AI tools, with 69% of organizations integrating these into their tech stack. (G2) This highlights the popularity of chatbots for customer service.
   6. 82% of customers prefer chatbots over waiting for a representative. (G2) This shows a growing customer preference for self-service and fast support. 
   7. The global chatbot market is projected to grow to $20.81 billion by 2029. (Forbes)
   8. Using chatbots in businesses can save up to 2.5 billion working hours. (G2)
   9. 61% of consumers say chatbot recommendations frequently or always influence their buying decisions. (Tidio)
   10. AI-assisted support agents handle 13.8% more inquiries per hour. (Plivo)

Employee Experience and its Connection to CX

1. 1. Companies that excel at CX see 1.5 times more engaged employees. This demonstrates that a positive employee experience can lead to better customer experiences. (fluentSupport)
   2. Three out of four employees are more motivated to work when their organisation emphasizes CX. (Zendesk CX Trends)
   3. 58% of agents say that a lack of consumer data often results in negative customer experiences. (Zendesk CX Trends)
   4. 72% of leaders believe that merging teams and responsibilities related to customer experience will improve operational efficiency. (Zendesk CX Trends)

In conclusion, the statistics paint a pretty clear picture that suggests customer experience is a cornerstone for business success in 2025 and beyond. With 89% of companies competing primarily on CX, and customers willing to pay up to 75% more for exceptional experiences, the message is clear. Organisations that are willing to invest in personalised customer experiences, who leverage the use of AI technology most effectively and who can understand the importance of both employee and customer satisfaction will be the ones to thrive.