CXGLOBALNSIGHTS2025Unveil trends and op portunities toelevate your Customer ExperienceApril2025baInaighta20251Veraion#IPubkcIpsos
Welcome toCX Global Insights2025"MomentsofTruth"inthecustomerinsights2025tounveiltrends andjourney,currentCXtrendsand hottopicssuchascustomerCustomerExperienceexpectations, advocacyandAl.Thishighprofile thoughtleadership spans multiple sectorshowitimpactsyourcompany onand countries.organisation.A standardised benchmark studyFor more informationcontact:that coversCX performance andCX-Insights@ipsos.comKPls across sectors, theimportanceofcreating anemotionalattachment withcustomers, its impact on customeand businessoutcomes andwhich,experientialand emotional leversbrands nee d to pull to createstrongerrelationshijps.Thereportalsooutlines best practicesacrosssectorsand delves into criticalipsos
Coverage-65K evaluations across multipleCXGLOBALINSIGHTS2025sectors and countries9326UiilesBectricityorGas
SummaryA better and more memorableDelivering a be tter experience will make customers chooseexperience that meets onyour brand and some will be willing to pay more for it,exceeds expectations leadsto a stronger performance onWhile metrics suchasNPSandCSAT are usedasCXindicators-this report clearly reinforces the importance ofForces of CX and higheremotionalattachment as crucialforCXsuccess,emotional attachment whichThe analvsis identifies the kev experiential and emotionalin turns positively impacts CXbuilding blocks of CX success.KPIs,customer lifetimeOverall, the CXmarket is mainly driven by hyqiene Forces ofvalues and acquisition.Certainty and Fair Treatment-highlighting the importance ofgetting the basics right before trying to elevate onpotential.But what sets best and worst performing apart is the abilityto elevate the experience bevond basicsipsoslpaoal|CXGhalbialInaightsa2025|Vorsion #lfPubi
70%of customers say theychoose to use a brandbecause they knowthe experience will begood970.30Ipsos#
GOnlyNo14%of customers believe电they will end upbeneritting most from Al22Ipsos
Emotionalattachment islinked tohigherCXKPlsandCustomerLifetimeValue(CLV)SatisfactionRetentionNPSOEmotionally766771attachedFunctionally314352satisfiedUnfulfilled-231923lpaoal|CXGhalbialInaightsa2025|Vorsion #lfPubi
Emotional attachment is associated to higher ratesofrecommendation hence contributina to customer acauisitionHow many times have you positively recommendedBRAND tofriends and family in the last12 months?5.7Emotionally attached are moreactively promoting the brand,theyuse to others.3.23.2UnfulfilledFunctionally satisfiedEmotionallyattachedipsos
Experience Quality-What's the current state of CX globally?Atale of two halves-half of experiences are good, the rest are negative or un memorableAn opportunity to elevateCX51%39%18%GoodNothingNotablePoorlpaoal|CXGhabialInaightsa2025|Vorsion #lfPubi
The building blocks of CX successEmotionalFactorsExperienceFactorsEnjoyment1O/+fEmployeeESGDeliveryStatusBelongingForcesofCXgControlCertainty招OmnichannelPersonalisationBrandPromisoFairTreatment
TheForcesofCXmatter as thev explain and predict customeroutcomesEnjoyment)AutomotiveOnlineRetailers8.2Supermarkets@AirlinesP8.0Mobile NetworkBanks·@providersInsurersStatusBelongingpuawwooegForcesofCX2sInternetServiceproviders7AControlCertainty727.0providerFairTreatment607.17.375ForcesofCXlpaoal|CXGhabialInaightsa2025|Vorsion #IfPubi公
CXGLOBALINSIGHTS2025For more informationContacttheCXInsightsteamCX-Insights@ipsos.comOrvisit:https/ww,ipsos,com/enlcx-global-insights-2025unlocking-future-customer-experience,Ipsos
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