Amdocs Studio Report Highlights Ongoing CX DisconnectAmdocs Studio Report Highlights Ongoing CX Disconnect
Business leaders conflate CX with customer service and continue to pursue AI solutions despite tech debt and persistent customer trepidation regarding AI.
No Jitter brief:
On Tuesday, Amdocs Studio released its CX20 Global Report 2025, which surveyed 987 business leaders and 2004 consumers in 14 industries and 14 countries.
The study found that 30% of business leaders equate customer experience (CX) with just customer service and 48% fail to recognize that CX incorporates all customer interactions with a brand. These misunderstandings perhaps partly account for why 80% of surveyed business leaders believe they’re delivering great CX but only 24% of surveyed customers agree.
Moreover, 54% of consumers said they will disengage with a brand after four or fewer bad experiences, which tracks with a Qualtrics report and survey findings from Metrigy – customers will leave after an average of 2.4 bad experiences with a brand.
The Amdocs Studio report, commissioned by Amdocs and fielded by RepData, highlighted another disconnect: while 85% of businesses say AI is crucial to CX success (and many are already using AI in some form), 66% of consumers are either indifferent (36%) or outright concerned (30%) about AI improving their experience with the brand. This finding resonates with insights from other reports.
For example, a March 2025 survey of CX leaders and consumers by contact center vendor Genesys noted that using more AI is a top CX leader priority over the next two years, which is at odds with another finding in the same report – that consumers are most satisfied when dealing with human service/support agents rather than automated solutions such as chatbots.
Genesys found that one key challenge for organizations is in hiring human agents who excel at conveying empathy while engaged in complex problem solving – and then training and retaining those agents. According to the Amdocs Studio report, 53.7% of business leaders said that inadequate staffing/training is making it harder to meet customer service expectations. In general, contact centers experience high agent turnover and burnout – which likely ties into the push for digital labor.
Despite the promise of tech solutions to improve CX, the Amdocs Studio report noted that 54% of business leaders said that outdated or ineffective technology is making it harder for them to deliver the experiences customers expect. Overcoming that tech debt is one major hurdle companies must vault to implement AI – predictive, generative and/or agentic.
Amdocs Studio, used with permission
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