19 Statistics Driving the Customer Experience Landscape in 2019

As a customer experience pro, you know that customer experience encompasses every single experience and interaction a person has with a company—from the question they type into a Chatbot to an email they send the customer service team to an interaction they have with a sales rep. While these workflows are often siloed internally, customers judge these interactions as one overarching brand experience from the outside.

With more touch points than ever before, businesses are looking for ways to better integrate and improve customer experience across the company. To help guide your ongoing customer experience strategy, here are 19 statistics driving the customer experience landscape this year.


The Future of Customer Experience
  • By the year 2020, customer experience will overtake price and product as the key differentiator. (Walker)
  • Globally, 54% of all consumers say they have higher customer service expectations than they did a year ago. (Microsoft)
  • 38% of consumers say they are more loyal now than they were two years ago. (Greenlight Digital via Netimperative)
  • By 2020, AI automation with manage 85% of companies’ customer relationships. (Gartner)
The Impact of Customer Experience
  • 32% of consumers stop doing business with brands after only one bad experience. (PWC)
  • Organizations that lead in customer experience outperformed those that do not on the S&P 500 index by nearly 80%. (Forrester)
  • 71% of people recommend a product or service because they received a “great experience.” (Chatter Matters)
  • 84% of organizations working to improve customer experience see an increase in revenue. (Dimension Data)
Buyer Behavior in 2019
  • 86% of buyers are willing to pay more for a great customer experience. (Temkin)
  • Consumers are willing to spend 17% more on a company that has outstanding customer service. (American Express)
  • 79% of consumers say they want brands to demonstrate that they care before they’ll consider a purchase. (Wunderman)
  • 73% of buyers point to customer experience as an important factor in purchasing decisions. (Temkin)
  • 65% of buyers find a positive experience with a brand to be more influential than great advertising. (Temkin)
  • Consumers increasingly make purchasing decisions around buying into an idea and experience—not just a product. (McKinsey)
  • 33% of customers who abandoned a business relationship last year did so because personalization was lacking. (Accenture)
  • According to Segment’s State of Personalization Report, after a consumer has a personalized shopping experience:
    • 44% are likely to become a repeat buyer
    • 39% are likely to tell friends or family
    • 32% are likely to leave a positive review
    • 22% will likely post a positive comment on social media