Verizon Customer Experience Annual Insights

Overview

Explore findings from our 4th CX Annual Insights Report, featuring global research on essential innovations and strategies to elevate CX and foster loyalty.

Key takeaways

Here is a preview of some customer experience data uncovered by this year’s CX Annual Insights Report.

62%

of executives agree that the shift toward digital channels and AI-driven CX is having a profound impact on how consumers engage with brands

45%

of organizations say they lack the IT and/or technical expertise to refine the customer journey and implement emerging technologies, which negatively affects customer retention

48%

of consumers say they are satisfied with most of the organizations they purchase goods or services from

32%

of organizations say their employees do not have fast and easy access to customer data to deliver the experience their consumers expect

Related resources

Man completing online purchase with credit card via smartphone

Report
The future is frictionless

Organizations might think they are doing a good job, but many customers are frustrated by outdated systems and processes that don’t match up to the best-in-class experiences. Learn why customer loyalty depends on a seamless journey, every time.

Woman using a smartphone while standing outside a business

Infographic
Customer experience vs. consumer expectations

Verizon wanted to find out how organizations can keep up with consumer expectations in a rapidly changing digital world. Explore how brands can close the gap and win loyalty.
 

Woman sitting on a couch looking at smartphone with laptop open in front of her

Executive summary
Emerging technologies enable better digital customer experiences

43% of companies surveyed are prioritizing a seamless customer journey with the ability to identify a customer on any channel at any point of the process.

Webinar

Elevate CX and drive loyalty with emerging tech, data and AI.

Webinar
The Verizon CX Annual Insights Report

Our experts discuss the latest CX Annual Insights report. Watch and learn about the demand for self-service tools, seamless tech – human interactions, and innovative strategies to boost CX and drive loyalty.

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Previous reports

CX Game Changers

In the digital age, the foundations of customer loyalty are as relevant as ever. Explore how emerging technology can build loyalty and trust.

The Human Connection

Using technology to create a better customer experience. Discover how consumers feel about digital interactions with brands today.

A Matter of Trust

Brands need to earn and sustain consumers’ trust, and the key to doing that is transparency. Personalized CX must rest on integrity and transparency.

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