Jagrit Malhotra

Over the past four years, the consumer landscape has shifted dramatically, with a global pandemic, AI advancements, and economic uncertainty reshaping expectations. One constant remains: creating genuine, lasting connections with customers is crucial.

The 2025 report, featuring insights from over 23,000 consumers, shows that loyalty is more fragile than ever, especially in contact centres where the experience is so often make or break. To thrive, CX leaders must build trust, transform feedback into action, and deliver seamless, personalised experiences across every channel.