The latest State of Customer Experience Report 2025 highlights how consumer expectations are shifting and how CX leaders worldwide are responding. A clear message emerges: AI will play a central role in shaping the customer experience of the future.

Nearly two-thirds (64%) of consumers believe AI will improve both the quality and speed of service over the next two to three years. Organizations are already moving in this direction - 42% of CX leaders say expanding AI use is one of their top priorities. On average, businesses are dedicating one-third of their CX budgets to AI, with many focusing on copilots, real-time coaching, and tools that enhance both customer and employee experiences.

Yet the research also warns of risks. 53% of consumers say they would abandon a favorite brand after just two poor interactions. In fact, 30% of consumers stopped doing business with a company in the past year due to bad experiences. With 41% of CX leaders admitting that keeping up with rising customer expectations is their biggest challenge, the message is clear: investing in AI is no longer optional, it’s a business necessity.

Key Findings from the 2025 Report

Customers’ Expectations Are Reasonable - Their Wait Times Are Not

• 86% of consumers expect to connect with an agent within 1-10 minutes.
• Over 60% report waiting 15 to 60+ minutes in the past year.
• CX leaders underestimate the issue, believing long waits happen only 10% of the time.

First-Contact Resolution Matters Most

• Consumers rank first-contact resolution as the most valued part of service.
• CX leaders rank it only 9th in importance.
• Just 32% of organizations track it, despite its strong link to satisfaction and retention.

Personalization Builds Loyalty

• 77% of consumers are more likely to recommend a brand that delivers consistent personalization.
• Nearly 75% say they would buy more from brands that do.
• Half of consumers want agents to use their data for better personalization - if transparency and controls are in place.
• Among organizations not yet in the cloud, 56% plan to migrate within two years to enable AI-driven personalization at scale.

Customers Expect Seamless Omnichannel Experiences

• 97% of consumers value seamless omnichannel interactions where they don’t need to repeat themselves.
• Only 16% of organizations currently provide fully integrated omnichannel experiences, despite 86% of leaders recognizing its importance.

What This Means for Organizations

Consumers want experiences that are fast, empathetic, and personalized. They are open to AI solutions, as long as these tools improve service quality without sacrificing the human touch.

For businesses, the opportunity is clear: close the gap between what customers expect and what organizations deliver by focusing on AI, cloud migration, personalization, and seamless omnichannel experiences.

*Genesys report includes insights from 5,232 consumersand 1,181 CX decision-makersacross more than 16 countries.

👉 To learn more about the insights, read the full "The State of Customer Experience Report 2025" here.

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