According to Verint’s new State of Customer Experience 2025 report, 86% of U.S. consumers now recognise the value of artificial intelligence in customer service interactions. Among 18-to-34-year-olds, that number soars to 98%, signalling a major generational shift in expectations.
AI isn’t just a nice-to-have, but a non-negotiable part of the customer experience. As digital natives seek speed and efficiency, brands are urged to modernise their service strategies or risk becoming irrelevant.
“There’s been a great deal of discussion over the last 24 months about the impact of AI in the CX world. Now we’re seeing measurable value from AI become a reality,” said Verint’s Chief Marketing Officer, Anna Convery. “The insights in this survey provide brands with a clear roadmap to achieve maximum value and deliver an exceptional customer experience.”
Speed Beats Sympathy in Customer Experience Priorities
When asked what matters most in customer service, 56% of consumers chose “getting information quickly,” making it nearly four times more important than receiving empathetic support. While kindness and understanding aren’t obsolete, efficiency has become the new gold standard. Customers expect self-service options powered by AI to solve their issues swiftly, placing pressure on companies to streamline every touchpoint.
Digital Channels Are the New Customer Service Frontline
In addition, the report showed that 73% of consumers now prefer digital channels over phone support, with that preference climbing to 89% among 18-to-34-year-olds. The age of digital-first customer service is no longer approaching—it has arrived. Brands that haven’t yet invested in seamless digital CX are already behind, especially as younger consumers become a larger share of the market.
One Mistake Could Cost You Everything
Customer loyalty is more fragile than ever. A single bad experience will prompt 78% of consumers to consider switching brands, up significantly from 67% in 2024. This sharp rise reveals growing impatience and higher standards from customers who now have countless alternatives at their fingertips. Delivering a consistently excellent experience is no longer optional—it’s essential for survival.
The upside of meeting these expectations is substantial. The report reveals that 86% of consumers would return to brands that deliver a great customer experience, and 81% are likely to recommend them to others. In a competitive landscape, outstanding CX isn’t just about satisfaction—it’s a revenue driver and a powerful loyalty engine.