Verint^® , The CX Automation Company™, 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.

Verint®  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.

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.

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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.

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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.”