{"id":19353,"date":"2025-08-27T11:00:00","date_gmt":"2025-08-27T15:00:00","guid":{"rendered":"https:\/\/www.forsta.com\/resources\/uncategorized\/2025-state-of-cx-report\/"},"modified":"2026-03-27T13:07:37","modified_gmt":"2026-03-27T17:07:37","slug":"2025-state-of-cx-report","status":"publish","type":"resource","link":"https:\/\/www.forsta.com\/resources\/e-books\/2025-state-of-cx-report\/","title":{"rendered":"2025 State of CX report"},"content":{"rendered":"\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-container-pg-theme-component-is-layout-3b7d6529 wp-block-pg-theme-component-is-layout-flow\">\n<h2 class=\"wp-block-heading has-h-3-font-size\">The CX trust deficit: Loyalty at risk in the digital age<\/h2>\n\n\n\n<p class=\"is-style-paragraph-intro is-style-paragraph-intro--1 wp-block-paragraph\">Customer trust is eroding, and loyalty is slipping through the cracks.<\/p>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--2 wp-block-paragraph\">Today\u2019s consumers face a digital world filled with promises, but too often brands fail to deliver. AI is reshaping service. Data privacy is under the microscope. Personalization is expected. And if these demands aren\u2019t met with transparency and care, the result isn\u2019t just a bad experience\u2014it\u2019s a lost customer.<\/p>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--3 wp-block-paragraph\">It\u2019s time to close the trust gap. Our&nbsp;<a href=\"https:\/\/library.forsta.com\/c\/2025-state-of-cx-report?x=vkyXU4\" target=\"_blank\" rel=\"noreferrer noopener\">2025 State of CX report<\/a>, titled:&nbsp;<em>The CX trust deficit<\/em>:&nbsp;<em>Loyalty at risk in the digital age<\/em>&nbsp;reveals why trust has become the currency of modern loyalty and how to earn it before competitors do.<\/p>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--4 wp-block-paragraph\">This research draws on insights from 4,000 consumers across the U.S. and UK to uncover what builds confidence, what breaks it, and how leading brands are turning trust into a competitive advantage.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-container-pg-theme-component-is-layout-3b7d6529 wp-block-pg-theme-component-is-layout-flow\">\n<h3 class=\"wp-block-heading has-h-4-font-size\" id=\"the-results\">What\u2019s inside?<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>71% of U.S. and 66% of UK consumers<\/strong>&nbsp;would choose a brand they trust with their data, even if it costs more.<\/li>\n\n\n\n<li><strong>Only 19% of U.S. and 17% of UK consumers<\/strong>&nbsp;trust brands to use their personal data responsibly.<\/li>\n\n\n\n<li><strong>63% of U.S. and 62% of UK consumers<\/strong>&nbsp;will leave after just 1\u20132 bad experiences\u2014minor issues can be as damaging as major failures.<\/li>\n\n\n\n<li><strong>59% of consumers<\/strong>&nbsp;expect a brand to respond within 24 hours, and&nbsp;<strong>67% expect follow-up<\/strong>\u2014yet few brands meet this standard.<\/li>\n\n\n\n<li><strong>48% of U.S. and 45% of UK consumers<\/strong>&nbsp;welcome AI-led CX for faster service, but only 1 in 5 are \u201cvery comfortable\u201d with AI alone.<\/li>\n\n\n\n<li><strong>43% of U.S. consumers<\/strong>&nbsp;say they trust brands more when AI use is disclosed openly.<br><\/li>\n<\/ul>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--5 wp-block-paragraph\"><em>The CX trust deficit<\/em>&nbsp;is more than a wake-up call, it\u2019s a blueprint for change. You\u2019ll discover how to move from vague promises to measurable trust-building actions, and from reactive service to proactive, human-first experiences.<\/p>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--6 wp-block-paragraph\">Trust isn\u2019t just earned once; it\u2019s earned in every interaction.<\/p>\n\n\n\n<p class=\"is-style-paragraph-intro is-style-paragraph-intro--7 wp-block-paragraph\"><a href=\"https:\/\/library.forsta.com\/forsta-ebooks\/2025-state-of-cx-report?lb-mode=overlay&amp;page=1&amp;business_units=CX\" target=\"_blank\" rel=\"noopener\">Download the report<\/a> and see what it takes to keep it.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":9,"featured_media":17026,"parent":0,"template":"","meta":{"disable_featured_image":false,"temp_reference":0,"temp_parent":0,"pathfactory_url":"https:\/\/library.forsta.com\/forsta-ebooks\/2025-state-of-cx-report?lb-mode=overlay&page=1&business_units=CX","webinar_link":"","webinar_link_text":"","start_date":"","start_time":"","end_date":"","end_time":""},"resource-category":[213,217],"resource-topic":[219],"class_list":["post-19353","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-category-e-books","resource-category-white-papers","resource-topic-customer-experience"],"_links":{"self":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/19353","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/types\/resource"}],"author":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/users\/9"}],"version-history":[{"count":0,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/19353\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media\/17026"}],"wp:attachment":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media?parent=19353"}],"wp:term":[{"taxonomy":"resource-category","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-category?post=19353"},{"taxonomy":"resource-topic","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-topic?post=19353"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}