Title: Customer experience statistics: 45+ verified stats shaping CX in 2026

URL: https://www.infobip.com/blog/customer-experience-statistics

These customer experience statistics bring the most current verified figures into one place so you can cite them with confidence. Last updated July 2026.

Customer experience statistics are the evidence leaders use when they need to defend investment, prioritise channels, or explain why a fix matters to revenue. The numbers point in the same direction. Customers expect more, bad experiences cost more, and digital friction creates churn faster than most teams can spot it.

## Why customer experience matters

Customer experience now shapes buying decisions, pricing power, and retention. If you need the business case in one place, these figures make it hard to ignore.

1. 88% of customers say the experience a company provides is as important as its products or services. (Source: [Salesforce](https://www.salesforce.com/news/stories/customer-engagement-research/), State of the Connected Customer)

1. Customers will pay up to a 16% price premium for a great experience, which is still one of the clearest signals that CX affects willingness to buy. (Source: [PwC](https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html), Future of Customer Experience)

1. Customer-obsessed organisations report 41% faster revenue growth, 49% faster profit growth, and 51% better retention than their peers. (Source: [Forrester](https://www.forrester.com/press-newsroom/forrester-2024-us-customer-experience-index/), 2024 US CX Index)

1. Only 3% of companies qualify as customer-obsessed, which leaves a wide gap for brands that are willing to do the work. (Source: [Forrester](https://www.forrester.com/press-newsroom/forrester-2024-us-customer-experience-index/), 2024 US CX Index)

1. The global customer experience management market is projected to grow from $12.04 billion in 2023 to $32.87 billion by 2030. (Source: [Grand View Research](https://www.grandviewresearch.com/industry-analysis/customer-experience-management-market), Customer experience management market)

1. 72% of consumers say they are willing to spend more with businesses that provide a good customer experience. (Source: [Qualtrics](https://cgsnexus.com/en/blog/22-customer-experience-trends-2026))

## The cost of a bad customer experience

Bad CX does not just irritate customers. It changes spend, accelerates churn, and hides loss until the damage is done.

1. Poor customer experiences put nearly $3 trillion in sales at risk globally. (Source: [Qualtrics XM Institute](https://www.qualtrics.com/news/businesses-risk-3-trillion-sales-poor-customer-experiences-consumers-cut-spending/), 2026 Consumer Experience Trends)

1. 34% of consumers reduce spending after a negative experience, and 13% cut spending entirely. (Source: [Qualtrics XM Institute](https://www.qualtrics.com/news/businesses-risk-3-trillion-sales-poor-customer-experiences-consumers-cut-spending/), 2025 Consumer Trends Report)

1. 1 in 3 customers, or 32%, will walk away from a brand they love after a single bad experience, and 59% leave after several. (Source: [PwC](https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html), Future of Customer Experience)

1. Fewer than 1 in 3 consumers now provide feedback after an experience, so most churn stays hidden until revenue drops. (Source: [Qualtrics XM Institute](https://www.qualtrics.com/news/businesses-risk-3-trillion-sales-poor-customer-experiences-consumers-cut-spending/), 2026 Consumer Experience Trends)

1. US customer experience quality fell to an all-time low in 2024, with 39% of brands declining in CX quality. (Source: [Forrester](https://www.forrester.com/press-newsroom/forrester-2024-us-customer-experience-index/), 2024 US CX Index)

1. 73.7% of consumers say they are likely to switch providers after a negative contact-center experience, while 90% say they are likely to stay loyal after a positive one. (Source: [CallMiner](https://callminer.com/blog/2020-us-callminer-churn-index), 2020 Churn Index)

1. Avoidable churn driven by poor experiences costs US businesses an estimated $168 billion per year. (Source: [CallMiner](https://callminer.com/blog/not-valuing-customers-leads-to-136-billion-switching-epidemic), 2020 Churn Index)

## B2B customer experience statistics

Business-to-business buyers now expect the same speed, context, and consistency they get as consumers. The channel mix is broader, the stakes are higher, and the tolerance for friction is lower.

1. 91% of business buyers say the experience a company provides is as important as its products and services. (Source: [Salesforce](https://www.salesforce.com/news/stories/customer-engagement-research/), State of the Connected Customer)

1. B2B buyers now use an average of 10 interaction channels across a single purchase journey. (Source: [McKinsey](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-fundamental-truths-how-b2b-winners-keep-growing), B2B Pulse 2024)

1. 42% of B2B buyers use 11 or more channels in one journey. (Source: [McKinsey](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-fundamental-truths-how-b2b-winners-keep-growing), B2B Pulse 2024)

1. More than half, or 54%, of B2B buyers will switch suppliers if the connected experience is not seamless. (Source: [McKinsey](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-fundamental-truths-how-b2b-winners-keep-growing), B2B Pulse 2024)

1. At every journey stage, roughly one-third of B2B buyers prefer in-person, one-third remote, and one-third digital self-serve. (Source: [McKinsey](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-fundamental-truths-how-b2b-winners-keep-growing), B2B Pulse 2024)

1. 39% of B2B buyers are willing to spend more than $500,000 in a single online transaction. (Source: [McKinsey](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-fundamental-truths-how-b2b-winners-keep-growing), 9th Annual B2B Pulse Survey)

1. 34% of total B2B sales revenue now comes from self-service e-commerce and remote online sales interactions. (Source: [McKinsey](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-fundamental-truths-how-b2b-winners-keep-growing), B2B Pulse Survey)

## Digital and multi-channel customer experience statistics

Digital journeys set the tone for the rest of the relationship. If the experience feels disconnected, customers notice immediately.

1. 82% of customer interactions start with a digital channel (Source: [WorldMetrics](https://worldmetrics.org/digital-customer-experience-industry-statistics/))

1. 67% of customers expect consistent experiences across all digital touchpoints. (Source: [WorldMetrics](https://worldmetrics.org/digital-customer-experience-industry-statistics/))

1. 76% of customers use more than one channel during a single support interaction. (Source: [Stealth Agents](https://stealthagents.com/research/omnichannel-customer-support-statistics-2026))

1. Underwhelming digital experiences and poorly implemented chatbots were a primary driver of the record decline in US CX quality. (Source: [Forrester](https://www.forrester.com/press-newsroom/forrester-2024-us-customer-experience-index/), 2024 US CX Index)

1. 69% of customers expect context from a previous channel to be available immediately on a new channel. (Source: [Stealth Agents](https://stealthagents.com/research/omnichannel-customer-support-statistics-2026))

1. 81% of consumers want agents to continue a conversation without making them backtrack. (Source: [CGS Nexus](https://cgsnexus.com/en/blog/22-customer-experience-trends-2026))

1. 94% of consumers expect seamless digital experiences when interacting with brands. (Source: [Zipdo](https://zipdo.co/digital-customer-experience-statistics/))

1. 74% of consumers are frustrated when they have to repeat themselves. (Source: [CGS Nexus](https://cgsnexus.com/en/blog/22-customer-experience-trends-2026))

1. 76% of customers would choose a company if they could share text, images, and video in the same thread without restarting. (Source: [CGS Nexus](https://cgsnexus.com/en/blog/22-customer-experience-trends-2026))

1. Customers are 2.7 times more likely to return to a brand if they had great digital support. (Source: [Qualtrics XM Institute](https://www.qualtrics.com/articles/customer-experience/global-consumer-experience-trends/), 2024 Consumer Experience Trends)

## Personalization statistics

Personalization is where expectation turns into trust. Customers want brands to know them, remember them, and use data responsibly.

1. 71% of consumers expect companies to deliver personalised interactions, and 76% are frustrated when this does not happen. (Source: [McKinsey](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying), Next in Personalization 2021)

1. Companies that grow faster drive 40% more of their revenue from personalization than slower-growing peers. (Source: [McKinsey](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying), Next in Personalization 2021)

1. Personalization can cut customer acquisition costs by up to 50%, lift revenue 5 to 15%, and increase marketing ROI 10 to 30%. (Source: [McKinsey](https://www.mckinsey.com/featured-insights/mckinsey-explainers/what-is-personalization), What is personalization)

1. 69% of consumers are satisfied with personalized product recommendations, and 65% are satisfied with personalized offers and marketing materials. (Source: [Emarsys](https://emarsys.com/learn/blog/personalization-statistics/))

1. 40% of consumers say brands do not understand them as a person (Source: [Emarsys](https://emarsys.com/learn/blog/personalization-statistics/))

## AI and customer experience statistics

AI is now part of the CX toolkit, but the best results come from pairing speed with transparency and human fallback.

1. 70% of CX leaders believe chatbots are becoming skilled architects of highly personalized customer journeys. (Source: [Master of Code](https://masterofcode.com/blog/ai-in-customer-service-statistics))

1. 69% of organizations believe generative AI can help humanize digital interactions. (Source: [Master of Code](https://masterofcode.com/blog/ai-in-customer-service-statistics))

1. 59% of consumers believe generative AI will change how they interact with companies in the next two years. (Source: [Master of Code](https://masterofcode.com/blog/ai-in-customer-service-statistics))

1. 52% of consumers are interested in AI that helps them through a product, website, or feature experience. (Source: [SurveyMonkey](https://www.surveymonkey.com/curiosity/25-stats-about-ai-in-customer-experience-that-show-how-consumers-really-feel/))

1. 47% are interested in personalized deals, and 42% like AI-driven product recommendations. (Source: [SurveyMonkey](https://www.surveymonkey.com/curiosity/25-stats-about-ai-in-customer-experience-that-show-how-consumers-really-feel/))

1. 63% of consumers are concerned about potential bias and discrimination in AI algorithms and decision-making. (Source: [Master of Code](https://masterofcode.com/blog/ai-in-customer-service-statistics))

1. Nearly 1 in 5 consumers who used AI for customer support saw no benefit at all. (Source: [Qualtrics XM Institute](https://www.qualtrics.com/articles/customer-experience/global-consumer-experience-trends/), 2026 Consumer Experience Trends)

## CX management and market size

The market is growing, but maturity is still low. That gap is the opportunity.

1. 71% of CX practitioners rate their organisation’s CX maturity at one of the two lowest stages. (Source: [Qualtrics XM Institute](https://www.qualtrics.com/articles/customer-experience/global-consumer-experience-trends/), The State of Customer Experience Management)

1. Only 2% of CX practitioners say they have reached the highest stage of maturity. (Source: [Qualtrics XM Institute](https://www.qualtrics.com/articles/customer-experience/global-consumer-experience-trends/), The State of Customer Experience Management)

1. In a recent estimate, the global customer experience management market was valued at $15.5 billion in 2025 and is projected to reach $47.7 billion by 2033. (Source: [Grand View Research](https://www.grandviewresearch.com/industry-analysis/customer-experience-management-market), Customer Experience Management Market Size Report)

1. North America holds a 42.4% revenue share of the global customer experience management market. (Source: [Grand View Research](https://www.grandviewresearch.com/industry-analysis/customer-experience-management-market), Customer Experience Management Market Size Report)

1. The North America customer experience management market alone is expected to reach $13.22 billion by 2030. (Source: [Grand View Research](https://www.grandviewresearch.com/industry-analysis/customer-experience-management-market), North America Customer Experience Management Market)

## How to turn these statistics into action

The pattern across these customer experience statistics is clear. Customers want fewer handoffs, more context, faster answers, and experiences that feel relevant without feeling invasive. Brands that win do not treat CX as a reporting exercise. They use it to decide where to invest, which journeys to fix first, and where automation will help instead of frustrate.

Start by fixing the highest-friction journey in your funnel, then connect the data behind it so teams can see the same customer context across channels. Use personalization where you have enough signal to make it useful, and use AI where speed matters most, with a human fallback ready when it does not. That is where Infobip’s AgentOS fits. It helps teams move from insight to action without losing the customer context that makes the insight useful.

If you are building a CX business case, these statistics give you the evidence. If you are redesigning a journey, they show where to start. If you want to turn them into action, explore AgentOS or talk to our team.

## FAQs

<accordion>
<accordion-item title="What are customer experience statistics?">
Customer experience statistics are data points that show how people feel about brand interactions and how those interactions affect spending, loyalty, and retention. They help teams move from opinion to evidence.
</accordion-item>
<accordion-item title="Which customer experience statistics matter most for enterprise teams?">
The most useful numbers usually cover four areas, customer expectations, the cost of poor CX, multi-channel behaviour, and the revenue effect of personalization. Those are the stats that help justify investment.
</accordion-item>
<accordion-item title="What is the biggest risk of poor customer experience?">
The biggest risk is silent revenue loss. Customers often spend less before they complain, so churn can build long before a team sees a clear warning sign.
</accordion-item>
<accordion-item title="Why do B2B customer experience statistics matter?">
B2B buyers now use multiple channels in one journey and expect the same context at every step. If the experience breaks, supplier switching risk rises quickly.
</accordion-item>
<accordion-item title="Why are digital and multi-channel statistics so important?">
Digital and multi-channel stats show where customers actually feel friction. They are especially useful for prioritising self-service, chat, messaging, and contact center improvements.
</accordion-item>
<accordion-item title="How often should customer experience statistics be updated?">
At least once a year, and sooner if a source publishes a new edition of a major report. CX expectations move quickly, so older figures should be refreshed or clearly labelled as directional.
</accordion-item>
</accordion>

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