New Study Reveals 2025 as the Year AI-Powered CX Delivers Real-World Value
Verint® today announced its The State of Customer Experience 2025 report, revealing a seismic shift in consumer expectations and a clear call to action for brands: Deliver a competitive customer experience or risk losing them.
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The report outlines 12 key trends shaping the future of customer experience (CX), informed by a survey of 5,000 U.S. consumers. The findings underscore a dramatic transformation in how consumers want to engage with brands and the critical role AI must play in meeting those expectations.
Key Findings
AI Is No Longer Optional, It's Expected: A staggering 86% of consumers recognize the benefits of AI in customer service, with 18-to-34-year-olds leading the charge at 98%. Consumers are not just open to AI – they want their interaction completed as efficiently and effectively as possible.
Efficiency Outperforms Empathy: 56% of consumers say getting information quickly is the most important aspect of good CX – nearly four times more than those who prioritize empathy. AI-driven self-service is now a must-have.
Digital Dominates: 73% of consumers prefer digital channels over phone. Among 18-to-34-year-olds, that number jumps to 89%. The era of digital-first CX is now.
One Bad Experience Leads to Lost Loyalty: A single poor interaction will drive 78% of consumers to consider switching brands, up from 67% in 2024. The stakes for good CX are high and rising.
Great CX Can Drive Retention and Revenue: Brands that deliver an amazing customer experience see 86% of their customers likely to return to make a purchase and 81% likely to recommend the brand to others.
A Call to Action for Brands
'There's been a great deal of discussion over the last 24 months about the impact of AI in the CX world. Now we're seeing measurable value from AI become a reality,' said Verint's Chief Marketing Officer, Anna Convery. 'The insights in this survey provide brands with a clear roadmap to achieve maximum value and deliver exceptional customer experience."
Survey Methodology
The findings in the Verint State of Customer Experience 2025 report are based on a survey of 5,000 U.S. consumers conducted between January 25 and February 28, 2025. The survey captured insights from a representative sample of adults aged 18 to 74, ensuring a comprehensive view of evolving consumer expectations.
To learn more, download Verint's The State of Customer Experience 2025 report.
About Verint
Verint ® (NASDAQ: VRNT) is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world's most iconic brands use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered Open Platform.
Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work ®. Learn more at Verint.com.
This press release contains 'forward-looking statements,' including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2025, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, VERINT DA VINCI, VERINT OPEN CCAAS, THE CX AUTOMATION COMPANY, THE CUSTOMER ENGAGEMENT COMPANY AND THE ENGAGEMENT CAPACITY GAP are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.
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