Consumer Trends 2025
Explore The Consumer Trends 2025 Report.
of Bad Experiences Result in Customers Cutting Spend
+2.7% pts from 2024
of Customers Prioritise Trust in the Information
when interacting with companies
of Consumers Don’t Provide Feedback
about a Bad eXperience
of Consumers are Comfortable Using AI in 2025
-11% pts from 2024
Introducing the Consumer Trends 2025 Report
At Capventis, we understand the complexities of today’s CX challenges. That’s why we’ve collaborated with different technology partners.
Our partner Qualtrics has released the Consumer Trends 2025 Report. It dives deep into the changing behaviours of today’s consumers, with responses from over 23,000 individuals across 23 countries and regions. This report uncovers critical insights on how understanding and connecting with your customers is more essential than ever. From trust and feedback to AI adoption and data privacy, the findings highlight key areas that will define the future of customer eXperience.
The 5 Trends of CX identified by Qualtrics
5 key trends have emerged that are reshaping expectations and behaviors in the customer eXperience field:
- Heightened expectations fuel a decline in loyalty
- Consumers are clear – go back to basics
- Feedback falls to a new low
- AI hype gives way to skepticism
- Today’s consumers want privacy and personalisation
The Capventis Perspective
At Capventis, we believe that technology alone isn’t enough to transform CX. While technology plays a crucial role as an enabler, the real value is delivered by your people. With the right design and a skilled team behind it, technology can truly drive meaningful results. Whether you’re just beginning your CX journey or refining a mature program, our team is here to help you navigate the complexities and unlock the full potential of your customer eXperience initiatives. With our IMPROVE methodology, we can help you do that.
