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3 minute read
The Brief: Verint has published its State of Customer Experience 2025 report, based on a survey of 5,000 U.S. consumers, highlighting 12 trends that reflect shifting expectations in customer experience. Key findings include a strong consumer preference for AI in service interactions, an emphasis on efficiency over empathy, and growing reliance on digital-first channels. Notably, 86% of respondents view AI as essential for rapid problem resolution, while 73% prefer digital channels over traditional phone support. The study also shows that one negative interaction can prompt 78% of consumers to consider switching brands. Verint’s report outlines a strategic direction for brands aiming to retain loyalty and deliver seamless service experiences.
Source: VerintVerint Announces The State of Customer Experience 2025 Report
Analyst Perspective: According to the State of Customer Experience 2025 report, fast resolution has overtaken human empathy as the top CX priority. Fifty-six percent of respondents prefer getting information quickly over emotional connection, indicating a shift in how customers evaluate brand support.
With AI adoption expectations rising—especially among digital-native age groups—organizations must focus on deploying intelligent automation to deliver consistent results across channels.
The report also reveals heightened consumer expectations for digital service. Preference for phone support continues to decline, especially among younger users. These indicators reflect a growing demand for seamless, omnichannel solutions that provide efficiency at scale.
AI Becomes a Customer Expectation, Not a Bonus
Verint’s research reveals that AI is no longer perceived as a novel addition to service—it is now expected. Eighty-six percent of all surveyed consumers, and 98% of those aged 18–34, recognize the value of AI in customer service. The key advantage is speed. Consumers seek tools that resolve issues efficiently, often preferring automation over human interaction for basic tasks. The study reflects a clear preference for AI-powered self-service, allowing users to access information without delays. This growing demand underscores the importance of building AI features that deliver real-time resolution while maintaining accuracy and security. As AI becomes further integrated into service models, brands will need to prioritize transparency and usability to meet rising expectations.
Efficiency Now Trumps Empathy in Customer Experience
When asked about the most important aspect of CX, 56% of respondents prioritized fast access to information over empathy—a stark contrast from earlier years. This shift indicates that modern consumers, particularly digital natives, are more focused on frictionless, self-guided solutions than human-led empathy. The preference for digital over traditional support channels is clear, with 73% of all respondents—and 89% of those aged 18–34—opting for online interactions. In this landscape, brands must reassess their CX approach by investing in tools that enable immediate responses, smart routing, and 24/7 availability. Real-time AI solutions, chatbots, and intuitive knowledge bases now play an essential role in creating the experience customers expect.
Poor Customer Experiences Now Carry Greater Risk
The consequences of delivering subpar customer experiences have intensified. According to Verint’s report, 78% of consumers would consider switching brands after just one poor interaction—an increase from 67% the previous year. In contrast, brands that provide positive experiences are rewarded with strong loyalty metrics: 86% of customers are likely to make repeat purchases, and 81% are likely to recommend the brand to others. These figures reinforce the business case for investing in responsive and intelligent CX systems. The data also highlights the need for proactive issue resolution, consistent performance across channels, and reliable service that builds long-term trust.
Source: VerintPrioritizing Real-Time, Digital-First CX
As digital-first interactions become the default, Verint’s State of Customer Experience 2025 report provides a roadmap for how organizations must evolve. The report’s findings align with Verint’s broader CX solutions portfolio, which includes AI-powered engagement, automation, and customer analytics. These offerings are well-positioned to help brands meet demands for faster resolutions, smarter self-service, and lower support friction.
Companies that adapt to these shifts, especially those in industries with high competition or complex support needs, stand to benefit most. However, transitioning to AI-first service models may come with challenges. These include integration complexity, data accuracy, and customer trust in AI interactions. Brands can address these by implementing scalable solutions with clear user benefits, transparent data usage policies, and robust feedback mechanisms. In an environment where one bad experience can drive customer loss, tools that optimize digital CX are no longer optional—they are necessary to maintain loyalty and long-term growth.
