Request Your Free Survey Report Now:

"Five9 CX Report 2025"

Five9 2025 Customer Experience Report: 1,000 global consumers weigh in on the state of Customer Experience -- the good, the bad, and how interaction channels, self-service, and AI are shaping brand loyalty

Customer expectations are evolving faster than ever. Seamless customer experiences are no longer a luxury — they are a requirement. Personalization isn’t a differentiator — it’s an expectation. And while speed matters, it can’t come at the cost of compassion. We are entering a new era — The New CX — where technology and human connection work together to deliver smarter, more seamless interactions. Businesses that embrace this shift aren’t just improving customer service; they’re creating experiences that delight, inspire loyalty, and bring joy to every customer interaction. They are redefining what great CX looks like.

To help you navigate this changing landscape, Five9 surveyed over 1,000 global consumers to uncover the biggest opportunities in CX today. The findings are clear:

• Customers demand flexibility. Nearly 60% say their preferred service channel dependson the situation, reinforcing the need for seamless omnichannel experiences.
• AI is no longer a ‘nice to have’ — it’s an expectation. 72% of consumers are open to AI-powered interactions, provided they can escalate to a human when needed.
• The stakes have never been higher. 40% of customers will walk away after just one poorservice experience, proving that CX isn’t just about satisfaction — it’s about survival.

The takeaway? The brands that balance efficiency with understanding — leveraging AI to drive speed and personalization while ensuring human connection when it matters most — will be the ones that win in The New CX. This isn’t just about keeping up; it’s about leading.

This report is designed to help you do just that. Inside, you’ll find data-backed insights, actionable strategies, and key trends to help you future-proof your CX strategy.

Because delivering exceptional customer experiences isn’t just an advantage — it’s a business imperative.

Let’s build the future of CX together.

Offered Free by: Five9
See All Resources from: Five9