April 23, 2025 • 2 min read
Would you risk losing 40% of your customers over one bad support call? According to Five9’s 2025 Customer Experience Report, that’s exactly what’s at stake. Today’s customers demand more than speed—they expect empathy, seamless support, and smart AI tools that don’t compromise the human touch. This report unpacks data from over 1,000 global consumers to help CX leaders future-proof their strategy.
🚨 The Business Challenge
Customer expectations are outpacing service innovation. A single poor experience can lose a customer forever, and trust is harder than ever to earn in today’s digital-first world.
📊 Key Findings from the Five9 2025 Report:
40% of customers will leave a brand after one negative interaction.
72% are open to AI-powered support—if they can escalate to a human.
86% say empathy matters more than speed in any customer service scenario.
56% still prefer phone support—proving the human touch remains essential.
87% value brands that know their history and personalise service.
💡Why It Matters for CX Leaders
CX is now a revenue risk and brand differentiator.
AI, empathy, and multichannel strategies aren’t optional—they’re survival tools.
New CX leaders must blend speed with compassion to stay competitive.