Customer Service

Study reveals disconnect with retailers' CX perceptions

Photo: Generated by AI. Adobe Stock.

June 26, 2025

Despite 92% of business leaders claiming customer experience as a top strategic focus, just 28% view CX as "extremely important" to invest in.

That's a top finding of a research report, "The CX20 Global Report 2025," from Amdocs and fielded by RepData.

The data reveals a disconnect between businesses' perception of their CX and reality, according to a press release.

Additional findings include:

• While 80% of leaders think they're meeting customer expectations, only a mere 24% of customers agree.
• 67% of customers are willing to spend more with companies that deliver strong CX and more than half (54%) will stop working with a company after just four poor experiences.
• Addressing the communication gap with customers is a priority for 10 out of the 14 industries including retail.

"Too many companies say customer experience is a priority, yet they stop short of truly investing in it," Gil Rosen, chief marketing officer, Amdocs, said in the release. "This gap between belief and action is where customer trust erodes and competitive ground is lost. Our study is a wake-up call for leaders to move beyond CX rhetoric and commit to meaningful transformation."