2025 年消费者趋势报告.pptxVIP

ConsumerTrends

Sincethelaunchofourconsumertrendsreport4yearsago,we’veseentheefectsofaglobalpandemic,

inlation-ledeconomicuncertainty,andtheriseofAI!

Butastheconsumerlandscapeevolves,onething

remainsconstant:theimportanceofforginggenuine,

lastingconnectionswithcustomers,whetherthatbeface-to-face,onthephonetoanagent,orscrollingthrough

yourwebsite.Andthisyearisnodiferent.Our2025

consumertrendsreport,withresponsesfrom23,730consumersacross23countries/regions,showshow

valuableunderstandingandconnectingwithcustomersistobusinesssuccess.

Butit’snoteasy.Ourfindingslaybaretheefectsof

lessmoneyinconsumers’pockets,ahyper-competitivelandscape,andthecontinualdeclineofcustomer

feedback.Insummary:loyaltyisharderwonandmoreeasilylostin2025,withcompaniesincreasinglyblindtothecausesofcustomerfriction.

Buildingloyaltystartswithbuildingtrust.Itisfoundational

tothelastingconnectionsthatmostsuccessful

organizationsarebuilton.Toearnthistrust,CXleaders

willneedtodevelopadeeperunderstandingoftheir

76%

SATISFACTION

+0.4%PTS

FROM2024

70%

RECOMMEND

-1.5%PTS

FROM2024

73%

TRUST

-1.2%PTS

FROM2024

69%

PURCHASEMORE

-1.3%PTS

FROM2024

consumers,whichwillallowthemtomakeconfident

decisionsthatimproveexperiencesandconsistentlymeetconsumerexpectations.

Intoday’senvironment,CXisastrategicbusinessasset.

Wehopethisreportequipsyouwiththeinsightsand

expertadviceyouneedtomaximizeyourprogram’s

impact,nomatterwhereyouareinyourCXjourney.

ATAGLANCE

THESTATEOFCUSTOMEREXPERIENCE

Introduction

2//2025ConsumerTrendsReport//Introduction

JessieHarn

Sr.Dir.,HeadofEnterpriseCustomerInsights

Hilton

JillHelmle,Ph.D.,CCXP,

Director,CustomerExperienceStrategy

ServiceNow

MandiaMoïse

CRMCustomerExperienceManager

CirqueduSoleil

MaryCatherinePlunkett