The Most Important CX Trends (2025 Update)

Why should companies invest in customer experience?

+ Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

+ For SaaS companies, it's even more important to invest in CX! They can expect revenue to increase by $1 billion in that same timespan.

How does good CX help increase revenue and customer retention?

+ 86% of buyers are willing to pay more for a great customer experience.

+ 49% of buyers have made an impulse purchase after receiving more personalized customer service.

+ 72% of customers will share a positive experience with 6 or more people.

+ Companies with the strongest omni-channel customer engagement strategies enjoy a 10% year-on-year growth, a 10% increase in average order value and a 25% increase in close rates.

How does bad CX decrease revenue and customer retention?

+ 57% of customers won't recommend a businesses with a bad mobile experience.

+ 55% of customers say 'a bad mobile experience makes me less likely to engage with a company'.

+ If a customer is not happy, 13% of them will share their experience with 15 or more people.

+ 33% of customers will leave a brand they love after just one bad experience.

+ 92% of customers will completely abandon a company after 2 or 3 negative experiences.

+ Only 1 in 26 customers will complain about a bad experience. The rest will say nothing before churning.

What are the main reasons companies invest in CX?

+ 32% of companies invest in CX to improve customer satisfaction.

+ 42% of companies invest in CX to improve cross-selling and upselling.

+ 33% of companies invest in CX to improve customer retention.

What are companies doing to prioritize and improve CX?

+ 88% of companies now prioritize customer experience in their contact centers.

+ More than 2/3 of companies now compete primarily on the basis on CX.

+ That number is up from only 36% in 2010.

+ PWC found that the number of companies investing in omni-channel experiences jumped from 20% to more than 80%

+ 84% of companies that claim to be customer-centric are now focusing on the mobile customer experience.