New Study Forecasts 2025 is the Year AI Transforms Customer Experience

Verint’s “State of Customer Experience 2025” Report: AI Adoption is No Longer a Luxury, But a Necessity

MELVILLE, N.Y. — In a market increasingly driven by customer experience, Verint^® (NASDAQ: VRNT), the CX Automation Company™, is sounding the alarm. Their new “State of Customer Experience 2025” report presents a compelling picture of the future, and it’s one where businesses must swiftly adapt to the evolving demands of the consumer. Failure to deliver exceptional CX, Verint warns, could be a death knell for brand loyalty.

The report, based on a survey of 5,000 U.S. consumers, offers a deep dive into the twelve key trends shaping the CX landscape over the next several years. One thing is emphatically clear: the game has changed.

Key Takeaways:

AI: The Standard, Not the Exception: A staggering 86% of consumers now recognize and value the utility of AI in customer service interactions. Forget the future; for many, AI-powered assistance is already a baseline expectation. This figure jumps to a remarkable 98% among the 18-34 age bracket, showcasing the generational shift in consumer preferences. Consumers aren’t just open to AI – they demand swift, efficient issue resolution.
Efficiency Trumps Empathy: While human connection remains important, the report reveals a stark reality: speed matters. 56% of consumers prioritize quick access to information above all else, a factor nearly four times more important than empathy. AI-driven solutions, like self-service portals, are no longer a convenience; they’re a necessity.
Digital Rules: The trend toward digital-first CX is undeniable. 73% of consumers now prefer digital channels over phone support, and the shift is far more pronounced among younger demographics, with nearly 89% of 18-to-34-year-olds opting for digital interactions.
One Bad Apple Spoils the Bunch: The stakes for delivering stellar CX are higher than ever. A single negative experience can drive a substantial 78% of consumers to consider switching brands – a significant climb from 67% in 2024, underscoring the heightened pressure on businesses to deliver consistent quality.
CX Drives the Bottom Line: The good news? Excellent CX fuels loyalty and revenue. Brands delivering superior experiences see 86% of their customers likely to make repeat purchases and 81% likely to recommend the brand to others.

A Call to Arms:

“The potential impact of AI in the CX sphere has been widely discussed over the last couple of years. Now, we’re seeing that potential translated into tangible, measurable value,” shares Anna Convery, Chief Marketing Officer at Verint. “This survey provides brands with a practical roadmap to maximize value and deliver superior customer experience.”

Survey Methodology

The insights presented in the Verint State of Customer Experience 2025 report were derived from a survey of 5,000 U.S. consumers, conducted between January 25 and February 28, 2025. The survey was meticulously designed to represent a comprehensive view of evolving consumer needs, encompassing a range of demographics aged 18 to 74.

To dive deeper into the findings, you can download Verint’s The State of Customer Experience 2025 report.

About Verint

Verint^® (NASDAQ: VRNT) is a leader in Customer Experience (CX) Automation and serves a customer base that includes more than 80 of the Fortune 100 companies. Verint empowers brands to amplify CX Automation by offering their differentiated, AI-powered Open Platform.

Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work^®. Learn more at Verint.com.

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2025, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

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