Some recent studies have shown an uncomfortable truth about customer experience in 2025:
π π¬πΌπ π»π²π²π± ππΌ π΄πΆππ² π°ππππΌπΊπ²πΏπ πΊπΌπΏπ² ππΌ π―π²πΉπΆπ²ππ² πΆπ» - π»πΌπ π·πππ πΊπΌπΏπ² ππΌ π―ππ.
Because right now, lots of companies have perfected the sale ποΈ but abandoned the relationship π€. They became very good in delivering the X-mas package in less than a day, deploy AI chatbots to "help", and make buying effortless, but when something goes wrong? Customers are mostly on their own, navigating endless hold times and chatbots that don't understand their problem.
βΆοΈ Customers aren't asking for more features or faster checkout. They're asking for companies they can trust when things don't go as planned. And recent data shows that companies are failing.
π Some recent CX research (Amdocs CX20 Global Report, Forrester CX Index, US National Customer Rage Survey) gives the following numbers:
π· 80% of business leaders think they're delivering great CX. Only 24% of customers agree.
π· 77% of Americans faced product/service problems last year, the highest on record since tracking began in 1976 (when it was just 32%). (National Customer Rage Survey)
π·The effort required to resolve complaints is increasing, with 68% saying recent experiences required high or very high effort.
π·85% of loyal customers consider switching after repeated bad experiences.
π·The AI paradox π€ : 85% of leaders say AI is crucial to CX. But only 33% of customers are excited about it, while 63% of leaders admit they're not seeing meaningful outcomes from AI investments.
β‘οΈ The companies winning in 2025 and beyond aren't the ones making the biggest promises. They're the ones closing the biggest gaps, between what they say and what customers actually experience, focusing on creating stronger relationships with their customers.
Sources: Amdocs Studios CX20 Global Report (987 business leaders, 2,004 consumers across 14 industries and 14 countries), Forrester's CX Index 2025, US National Customer Rage Survey