30+ Customer Experience Statistics in 2024

Businesses are increasingly recognizing the paramount importance of customer experience in today's competitive landscape. They understand that what they've built is susceptible to replication; a mere discount can prompt customers to switch allegiance and a solitary negative review has the potential to deter a pool of potential clients. 

According to McKinsey & Company, enhancing customer experience can decrease customer churn by almost 15%, along with potential increases in win rates of nearly 40%.  

As businesses strategically prioritize customer experience across industries, a multitude of statistics similar to the one just mentioned have been compiled for you to explore further and share. Here's a deeper look. 

Key customer experience (CX) statistics in 2024

The customer experience management market is expected to increase from $16.91 billion in 2023 to $52.54 billion by 2030, with a compound annual growth rate (CAGR) of 16.6%. Given this tremendous market potential, let's explore how customer experience is shaping business strategies. 

• 89% of businesses will compete mainly on customer experience. (Gartner) 
• Customer experience (CX) is considered a primary competitive differentiator by 44.5% of organizations globally. (Statista) 
• Customers who enjoyed exceptional past experiences exhibited a remarkable 140% increase in spending compared to those who encountered less favorable experiences. (Statista) 
• By 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience. (Gartner) 

Negative consequences of poor CX: A hard pill to swallow

• Nearly 48% of businesses admitted that the customer experience they offer is below or significantly below their customers' expectations, while just 31.5% believe they exceed those expectations. (MarTech Alliance) 
• The quality of customer experience dropped for 19% of brands in 2022, the lowest rate in 17 years. (Forrester) 

Expert Speak: From Good Enough to Great CX: Vincent Washington has the fine Blueprint  

Positive CX is the key to driving customer loyalty.

• More than 70% of customer experience leaders face challenges in crafting projects that enhance customer loyalty and deliver desired outcomes. (Gartner) 
• Brands that provide a high degree of personalization gain customer loyalty, which is 1.5 times higher than brands that struggle with personalization. (Deloitte) 
• 74% of customers believe that brand loyalty grows when customers feel understood and appreciated. Simply offering customers discounts and loyalty rewards has a lower impact. (Antavo) 
   

In a world of transactions, personalize or perish.

• 63% of customers expect personalized engagement as a standard of service. (PwC) 
• 77% of consumers have chosen, recommended or paid more for a brand that provides a personalized service or experience. (ET Brand Equity) 
• 74% of customers are open to exchanging their personal information in return for tailored services. (Entrust) 
  
  Watch Now: The Human Touch: How Personalized Experiences Can Drive Business Growth  

Key CX metrics to watch out

• Customer satisfaction (CSAT) is the primary measure for assessing and improving CX. CSAT scores varied between 64 (for internet providers) and 80 (for e-commerce) during the 2022/2023 period. (Fullview) 
• First contact resolution measures the percentage of customer issues resolved during initial contact. Industry benchmarks set the average at 70%. (Fullview) 
• Abandoned calls directly impact customer experience. Currently, a call abandonment rate of 2% is seen as good, with 5% being seen as an acceptable figure. (Call Center Helper) 
• Most organizations that incorporate AI into digital commerce are expected to achieve at least a 25% improvement in customer satisfaction, revenue or cost reduction. (Gartner) 

Learn More: Top 7 Customer Experience Metrics to Track 

State of B2B customer experience

The demand for great CX is just as high in the B2B sector. However, there are nuances that you must consider, given the dynamics of B2B customer service and interactions.   

Navigating B2B realities: Top CX stats 

• Buyers engaging in a self-driven learning path demonstrate a 147% higher likelihood of exceeding their initial purchase plans. This means that businesses must integrate digital and human-led channels into their programs to help customers understand their own needs and act accordingly. (Gartner) 
• 78% of B2B customers prefer receiving content from brands they trust. (Neil Patel.com) 
• As per McKinsey & Company, enhancing customer experience can result in a decrease in customer churn rate by almost 15%, along with potential increases in win rates of nearly 40%. (McKinsey) 
• B2B mobile app orders significantly enhance the customer experience. They experienced a 250% surge since just before the pandemic. (McKinsey) 
• B2B companies with high levels of customer satisfaction are 1.5 times more likely to outperform competitors. (McKinsey) 

B2B decision-makers trust digital channels more than ever 

• Approximately 70% of B2B decision-makers are open to making purchases exceeding $50,000 using customer self-service or online options. (McKinsey) 
• Around 27% of B2B buyers are willing to spend upwards of $500,000 through online channels. (McKinsey) 

B2B buyers seem to prioritize convenience and effortless digital experiences over personal interactions. This underscores the importance of building high trust and intuitive and secure digital customer service for B2B customers. 

Watch Webinar: The Future of Customer Care is Digital  

Account-based marketing (ABM) and CX

ABM is gaining traction in B2B customer service as a strategic approach to delivering highly personalized experiences to key accounts. 

• Since embracing account-based marketing, 62% of marketers report a positive impact. (Forrester) 
• ABM can increase customer lifetime value by 80%. (TA Digital) 

Top CX statistics for the B2C industry 

In the B2C industry, customer experience (CX) stands at the forefront, defining the success and longevity of businesses. Here's a rundown of some relevant CX statistics for the B2C industry. 

It’s all about mobile and social media

• Mobile devices constitute 58.33% of website traffic. This highlights the increasing importance of optimizing websites for engaging customer experiences. (Statista) 
• Most organizations in the United States have declared that they will use social media channels in customer experience (CX) for general social engagement and brand promotion. Moreover, roughly 53 percent of respondents used social media for customer service. (Statista) 
• Consumers demand swift responses on social media, with 40% expecting replies within an hour and 79% within 24 hours. Despite these expectations, only about 50% of businesses currently meet these response time standards. (McKinsey)

Must Read: Social Media Customer Service: How to Do It Right 

Customer service trends in 2024 and beyond

As businesses continue to digitize and build omnichannel experiences, it is important to understand how the trends will shape the future of CX.  

• AI in customer service is expected to manage 85% of customer interactions by 2024. (Gartner) 
• Most organizations that incorporate AI into digital commerce are expected to achieve at least a 25% improvement in customer satisfaction, revenue or cost reduction. (Gartner) 
• A large majority, 87% of customers, indicated they wouldn't engage with an organization if they had reservations about its security policies. (McKinsey)
  
  
  

  Customer Service Trends to Follow in 2024: Expert Tips

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From insights to action: Deliver memorable CX with Sprinklr Service

The above statistics reiterate the importance of customer experience (CX) in the dynamic business landscape. To harness these insights and elevate CX, you need an AI-native customer service solution like Sprinklr Service that helps you: 

• Create a comprehensive and panoramic customer profile by integrating data from all touchpoints throughout the user journey.  
• Craft personalized experiences seamlessly across more than 30 channels, including chat, voice and social media.  
• Foster cross-team collaboration and empower your agents with Sprinklr AI+ to elevate the quality of care, ultimately enhancing your overall customer experience. 

For a customized product walkthrough, schedule a demo with our experts today or take a 30-day Free Trial and explore the platform at your own pace.