Ipsos Releases Report on Global Customer Experience Trends
Ipsos' CX Global Insights 2025 report provides data on customer experience trends and how companies can enhance customer relationships and business outcomes.
Market research firm Ipsos has released its CX Global Insights 2025 report, detailing global trends and future opportunities in customer experience (CX). The study is based on a comprehensive international survey conducted across 18 countries, involving 65,000 respondents.
A key finding from the research highlights that customer experience is a critical factor in brand selection, with 70 percent of customers choosing a company based on the expectation of a quality experience. The report also emphasizes the significance of emotional connection in building and deepening customer relationships, which drives loyalty and advocacy.
The study identifies six core drivers of customer experience: certainty, fair treatment, control, status, belonging, and pleasure. Understanding and leveraging these elements can help companies significantly improve their customer interactions. Furthermore, the report examines the evolving role of Artificial Intelligence (AI) in enhancing customer engagement and operational efficiency.
The report offers companies the opportunity to benchmark their CX performance against industry leaders and pinpoint areas for improvement. Ipsos also provides tailored services and expert guidance to develop and implement effective CX strategies.