AI-driven engagement is forecasted to be the fastest growing customer experience technology use case in the world between 2017 and 2022, with a compound annual growth rate (CAGR) of around 10.5 percent. Interaction management and ubiquitous commerce trail close behind, both boasting a CAGR of over 10 percent. Customer experience platforms allow companies to analyze usage information and customer preferences in order to improve user experience.

In 2021, more than 48 percent of organizations worldwide revealed that for them one of the most important drivers of customer experience (CX) is improving customer engagement. During the survey, 45.7 percent of organizations stated that they are entirely satisfied with their organizations' current CX capability.

Artificial intelligence (AI) is rapidly transforming customer experience (CX) strategies, with half of decision makers leveraging AI to analyze open feedback and create content in 2024. This widespread adoption reflects a growing trust in AI capabilities, as 55 percent of global survey respondents expressed confidence in AI's ability to replace human interaction for assembling and presenting product information before purchases. Adoption challenges and consumer perceptions Despite the enthusiasm for AI in CX, companies face significant hurdles in implementation. Over 40 percent of organizations cite a lack of specialized knowledge and expertise as major barriers to adopting AI. This skills gap may contribute to mixed consumer reactions, with 34 percent of U.S. shoppers reporting improved experiences due to AI, while 39 percent claim worse experiences. As businesses navigate these challenges, addressing the expertise shortage will be crucial for successful AI integration. Future trends in AI for customer service Looking ahead, AI applications in customer service are set to expand rapidly. By 2025, the vast majority of contact centers plan to implement generative AI, with only one percent having no plans to adopt the technology. However, the trust in AI-powered customer service has still room for improvement, as less than 45 percent of consumers trust AI agents handling customer service.

A survey conducted in 2024 in the United States shows the perspective of consumers when analyzing the use of artificial intelligence on the shopping experience. Almost 35 percent of shoppers consider that this resource improved the experience in some form, and on the opposite side around 40 percent consider having worse experiences.

In 2021, 44.5 percent of organizations worldwide revealed that they perceive customer experience (CX) as a primary competitive differentiator. During the survey, 45 percent of organizations stated that they thought artificial intelligence solutions will reshape their customer experience (CX) in the next five years.

In 2023, life insurance customers in the United States were the most satisfied with the customer experience for mobile apps. The American Customer Satisfaction Index (ACSI) awarded a score of 85 out of 100 for the quality of mobile applications. Between 2022 and 2023, customer experience benchmarks improved for all aspects of the customer experience. Furthermore, the benchmark for speed and efficiency of policy approval saw the highest increase, soaring by four points.

A survey conducted worldwide in 2024 points out the greatest challenges for companies when adopting the use of artificial intelligence (AI) in customer experience. Over 40 percent see the need of specialized knowledge and lack of expertise as barriers when implementing this tool; while some organizations show resistance to adopting this technology and changing their processes, at around 23 percent.

This statistic shows the importance of customer experience when making purchase decisions worldwide in 2018, by country. During the survey, 75 percent of respondents from the United States stated that customer experience is important when making a purchase decision.

The top customer service priority worldwide for 2024 was increasing customer satisfaction, with nearly 80 percent of customer service leaders who stated this as their answer. Reducing customer service response time was somewhat further down in the list of top customer service priorities, with 54 percent of respondents who claimed this was their top priority for 2024.

According to a March 2023 survey, 90 percent of the respondents in Hong Kong stated that they would quit purchasing a brand due to a lack of personalized customer experience (CX). Across the Asia-Pacific region, CX was least important for Australian respondents, with just over half of them viewing it as crucial for their continued engagement with a brand.

During a 2023 survey among senior marketing executives worldwide, it was found that basic information, such as first name, e-mail content, homepage, would be the most important type of data used for customer experience personalization, at 80 percent in 2024, compared to 39 percent in 2023. Purchase-based and advanced personalization techniques would also keep on growing and are expected to reach 62 and 70 percent in 2024, respectively.

According to a survey conducted in 2022 worldwide among marketing leaders, 60 percent of respondents stated that the most popular reason for using artificial intelligence (AI) to improve customer experience is to predict customer behavior and needs. Another 47 percent of them said that they use AI in their marketing company in order to uncover frequent customer journeys. In comparison, only 23 percent of marketing leaders shared that they use AI to improve MQLs (e.g. chatbots).

In 2020, senior logistics executives in retail and e-commerce fulfillment were asked what areas of the retail customer experience they would have liked to improve in the next year. The most common answer was pricing and promotion to ensure profitability from market launch through markdown, chosen by 48 percent of them. Both workforce management and space and floor planning followed with 38 percent of the answers.

This statistic shows the ACSI® Retail and Consumer Shipping Study 2025 customer experience benchmarks for consumer shipping companies in the United States from 2017 to 2025. In 2025, the ACSI® score for the physical condition of package received stood at 85, the highest score for any category that year.

In 2021, the global revenue of the customer experience personalization and optimization software and services industry was estimated at 7.6 billion U.S. dollars, and the source projected that it would increase to 11.6 billion by 2026. That represents an increase of over 65 percent in the presented period.

This statistic shows the share of customers in the U.S. and worldwide by important aspects of a good customer service experience in 2018. During the survey, 39 percent of respondents from the United States stated that a good customer service experience would be one with a knowledgeable representative.

According to a 2018 survey of businesses worldwide, the most popular metric for measuring customer experience is the Net Promotor Score, with 89 percent of respondents using this metric. Of the businesses surveyed, only three percent did not use a customer satisfaction metric.

This statistic shows the global size of outsourced customer experience market from 2015 to 2020. In 2017, outsourced customer experience market was estimated to amount to 71.7 billion U.S. dollars worldwide.

This statistic shows the breakdown of the global outsourced customer experience market in 2017, by region. In that year, the Asia Pacific region accounted for 22 percent of the outsourced customer experience market.

In the eyes of consumers in the United Kingdom, retail offered the best customer experience (CX) over other industries, a recent study carried out by Sales Force revealed. According to the survey exploring digital transformation and customer experience in the UK, in comparison to 47 percent of respondents who found retail to be CX-friendly, only 20 percent of respondents were happy with the customer experience financial services provided customers.