GITNUXREPORT 2025

Customer Experience In The Automation Industry Statistics

Automation enhances customer experience, loyalty, satisfaction, and reduces costs effectively.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

60% of companies use automation in their customer service operations, which reduces customer wait times significantly

Statistic 2

83% of customers want to use self-service options for resolving issues, which automation can facilitate effectively

Statistic 3

68% of consumers prefer chatbots for quick answers to simple questions, demonstrating the importance of automation

Statistic 4

84% of customer service interactions will be automated by 2025, according to projections

Statistic 5

69% of customers prefer to use digital channels for customer support, facilitated by automation, rather than calling representatives

Statistic 6

AI-powered chatbots manage 60% of customer inquiries without human intervention, boosting efficiency

Statistic 7

83% of organizations believe that automation in customer service is essential for scalability

Statistic 8

50% of consumers prefer using automated channels like chatbots and apps to interact with brands, indicating acceptance of automation

Statistic 9

72% of organizations plan to implement or expand automation in their customer experience initiatives in the next two years

Statistic 10

65% of consumers believe automated support should be able to resolve their issues without human intervention, showing trust in automation

Statistic 11

89% of companies expect automation to become a core part of customer experience strategies within the next five years

Statistic 12

86% of buyers are willing to pay more for a better customer experience

Statistic 13

73% of consumers point to customer experience as an important factor in their purchasing decisions

Statistic 14

80% of customers consider their experience with a company to be as important as its products and services

Statistic 15

70% of customers say that connected procedures, such as automatic updates and alerts, improve their experience

Statistic 16

52% of customers are likely to share a bad experience with others, which can significantly impact brand reputation

Statistic 17

Companies that lead in Customer Experience (CX) outperform laggards by 80%

Statistic 18

77% of customers have shared positive experiences with a company, indicating loyalty

Statistic 19

Companies utilizing automation for customer experience report a 15% increase in customer satisfaction scores

Statistic 20

72% of companies believe automating customer engagement will differentiate them from competitors

Statistic 21

78% of consumers agree that their experience with a company influences their brand loyalty

Statistic 22

70% of customer journeys now involve multiple channels, which automation helps to streamline and unify

Statistic 23

64% of customers will switch brands if they have a poor experience, highlighting the importance of effective automated CX solutions

Statistic 24

58% of consumers say that message-based communication (SMS, chat apps) is the most effective way for companies to connect with them

Statistic 25

90% of consumers expect consistent experiences across all channels, which automation helps facilitate

Statistic 26

78% of customers say that businesses should make it easy to transition between automated and human support, emphasizing seamless CX

Statistic 27

65% of consumers admit to abandoning a purchase because of poor customer support, which automation aims to reduce

Statistic 28

80% of organizations report that automation has improved their ability to deliver personalized customer experiences

Statistic 29

61% of consumers prefer quick resolution of issues over multiple back-and-forth communications, showcasing the value of automation

Statistic 30

55% of customers say they are more likely to stay loyal to brands that use automation to improve customer service

Statistic 31

87% of consumers say that an immediate response via automation improves their perception of a brand

Statistic 32

Personalized automated communication has led to a 30% increase in repeat purchases

Statistic 33

Automated workflows can cut customer service processing times by up to 40%, according to industry reports

Statistic 34

65% of organizations believe that AI and automation will significantly impact their customer engagement strategies over the next five years

Statistic 35

Companies that utilize automation in customer interactions see a 20% reduction in service costs, according to industry analysts

Statistic 36

69% of sales and marketing professionals see automation as a critical tool for improving customer retention

Statistic 37

Automated customer support systems have increased efficiency by 25% in businesses adopting them

Statistic 38

70% of companies using automation have reported higher customer engagement levels

Statistic 39

Automation of routine tasks has led to a 20% reduction in customer complaints, according to studies

Statistic 40

64% of businesses report that automation has directly increased their revenue through improved customer experience

Statistic 41

90% of organizations plan to increase their investment in AI-driven customer experience tools within the next year

Statistic 42

59% of companies have increased investments in omnichannel automation solutions, improving overall CX

Statistic 43

75% of customers expect companies to understand their needs and expectations

Statistic 44

63% of consumers prefer messaging over voice calls for customer service

Statistic 45

45% of consumers say they are more likely to shop with a retailer that offers personalized experiences, often achieved through automation

Statistic 46

66% of customers expect companies to anticipate their needs and address them proactively, often using automation

Statistic 47

76% of consumers want more personalized experiences from automation, indicating demand for advanced AI capabilities

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Key Highlights

86% of buyers are willing to pay more for a better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
80% of customers consider their experience with a company to be as important as its products and services
70% of customers say that connected procedures, such as automatic updates and alerts, improve their experience
52% of customers are likely to share a bad experience with others, which can significantly impact brand reputation
Companies that lead in Customer Experience (CX) outperform laggards by 80%
75% of customers expect companies to understand their needs and expectations
63% of consumers prefer messaging over voice calls for customer service
77% of customers have shared positive experiences with a company, indicating loyalty
60% of companies use automation in their customer service operations, which reduces customer wait times significantly
83% of customers want to use self-service options for resolving issues, which automation can facilitate effectively
Companies utilizing automation for customer experience report a 15% increase in customer satisfaction scores
68% of consumers prefer chatbots for quick answers to simple questions, demonstrating the importance of automation

In an industry where 86% of buyers are willing to pay more for a superior customer experience, automation is not just a trend but a game-changer that is revolutionizing how companies engage, satisfy, and retain their customers across the entire automation industry.

Automation and Digital Channels

60% of companies use automation in their customer service operations, which reduces customer wait times significantly
83% of customers want to use self-service options for resolving issues, which automation can facilitate effectively
68% of consumers prefer chatbots for quick answers to simple questions, demonstrating the importance of automation
84% of customer service interactions will be automated by 2025, according to projections
69% of customers prefer to use digital channels for customer support, facilitated by automation, rather than calling representatives
AI-powered chatbots manage 60% of customer inquiries without human intervention, boosting efficiency
83% of organizations believe that automation in customer service is essential for scalability
50% of consumers prefer using automated channels like chatbots and apps to interact with brands, indicating acceptance of automation
72% of organizations plan to implement or expand automation in their customer experience initiatives in the next two years
65% of consumers believe automated support should be able to resolve their issues without human intervention, showing trust in automation
89% of companies expect automation to become a core part of customer experience strategies within the next five years

Automation and Digital Channels Interpretation

With nearly two-thirds of companies embracing automation, the clear message is that in the evolving landscape of customer service, efficiency, scalability, and consumer trust are trending upward—highlighting a future where human agents increasingly share the stage with intelligent machines.

Customer Experience and Satisfaction

86% of buyers are willing to pay more for a better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
80% of customers consider their experience with a company to be as important as its products and services
70% of customers say that connected procedures, such as automatic updates and alerts, improve their experience
52% of customers are likely to share a bad experience with others, which can significantly impact brand reputation
Companies that lead in Customer Experience (CX) outperform laggards by 80%
77% of customers have shared positive experiences with a company, indicating loyalty
Companies utilizing automation for customer experience report a 15% increase in customer satisfaction scores
72% of companies believe automating customer engagement will differentiate them from competitors
78% of consumers agree that their experience with a company influences their brand loyalty
70% of customer journeys now involve multiple channels, which automation helps to streamline and unify
64% of customers will switch brands if they have a poor experience, highlighting the importance of effective automated CX solutions
58% of consumers say that message-based communication (SMS, chat apps) is the most effective way for companies to connect with them
90% of consumers expect consistent experiences across all channels, which automation helps facilitate
78% of customers say that businesses should make it easy to transition between automated and human support, emphasizing seamless CX
65% of consumers admit to abandoning a purchase because of poor customer support, which automation aims to reduce
80% of organizations report that automation has improved their ability to deliver personalized customer experiences
61% of consumers prefer quick resolution of issues over multiple back-and-forth communications, showcasing the value of automation
55% of customers say they are more likely to stay loyal to brands that use automation to improve customer service
87% of consumers say that an immediate response via automation improves their perception of a brand

Customer Experience and Satisfaction Interpretation

In an era where 86% of buyers are willing to pay a premium for superior experiences and 90% expect consistency across channels, automation in the industry isn't just a competitive edge—it's rapidly becoming the very foundation of customer loyalty, with 87% valuing immediate responses and brands outperforming laggards by 80%, proving that in the automation age, an exceptional customer experience isn't optional—it's essential.

Impact and Outcomes of Automation

Personalized automated communication has led to a 30% increase in repeat purchases
Automated workflows can cut customer service processing times by up to 40%, according to industry reports
65% of organizations believe that AI and automation will significantly impact their customer engagement strategies over the next five years
Companies that utilize automation in customer interactions see a 20% reduction in service costs, according to industry analysts
69% of sales and marketing professionals see automation as a critical tool for improving customer retention
Automated customer support systems have increased efficiency by 25% in businesses adopting them
70% of companies using automation have reported higher customer engagement levels
Automation of routine tasks has led to a 20% reduction in customer complaints, according to studies
64% of businesses report that automation has directly increased their revenue through improved customer experience

Impact and Outcomes of Automation Interpretation

In an era where automation is quietly transforming customer engagement—boosting repeat purchases by 30%, slashing service times by 40%, and elevating revenue—businesses that embrace AI-powered workflows are not just keeping pace but are actively redefining the standard for customer satisfaction and operational efficiency.

Industry Adoption and Investment

90% of organizations plan to increase their investment in AI-driven customer experience tools within the next year
59% of companies have increased investments in omnichannel automation solutions, improving overall CX

Industry Adoption and Investment Interpretation

With 90% of organizations eyeing AI-powered CX investments and 59% expanding omnichannel automation, it's clear the automation industry is poised to turn customer experience from a checkbox into a strategic masterpiece—because in today's digital age, only the automated will thrive.

Personalization and Customer Expectations

75% of customers expect companies to understand their needs and expectations
63% of consumers prefer messaging over voice calls for customer service
45% of consumers say they are more likely to shop with a retailer that offers personalized experiences, often achieved through automation
66% of customers expect companies to anticipate their needs and address them proactively, often using automation
76% of consumers want more personalized experiences from automation, indicating demand for advanced AI capabilities

Personalization and Customer Expectations Interpretation

In an era where 75% of customers crave understanding and 66% expect proactive solutions, the automation industry must pivot from generic responses to sophisticated AI-driven personalization, or risk losing the very consumers who now define their shopping experiences by anticipation and tailored service.