Customer Experience In The Ict Industry Statistics 2026

The global CXM market is projected to grow to $14.4 billion. A single poor support interaction can cause 54% of customers to leave. This article outlines the financial pressures and performance metrics shaping customer experience in ICT.

Key Takeaways

13.2% CAGR forecast for the global customer experience management (CXM) market through 2027 to $14.4B
Global average annual cost of customer data-related incidents was $4.35 million (2024 cyber survey)
Replacement of a legacy contact center system averaged $6.2M per enterprise (industry sourcing model, 2021-2022)
Telecom network downtime averaged about 1.5 hours per year for major providers (2022 telecom resilience report)
15% of customers reported churn after a bad experience with a company (global, 2023 CX study)
51% of customers said they are more likely to recommend a brand after a good customer service experience (global customer survey)
57% of consumers say they expect the company to know their preferences and past interactions, according to the Microsoft Work Trend Index-style customer expectation survey findings.
54% of customers will leave a company after just one poor support experience (customer service survey)
82% of consumers use multiple channels to interact with brands (omnichannel behavior survey, 2022)
58% of organizations have adopted a CRM platform as the system of record for customer interactions (2024 CRM adoption survey)
Chatbot self-service can reduce support costs by up to 30% (Gartner estimate cited in multiple reports; contact center cost model)
FCC’s Measuring Broadband America reports that test results include latency and jitter metrics, which directly correlate to perceived customer experience in interactive services.
Star2Star’s customer experience KPI reporting uses first-response SLA monitoring with targets typically in the range of minutes (example: 80% first response within 10 minutes), as described in their service operations documentation.
75% of customers expect consistent omnichannel experiences across different channels, according to Zendesk’s CX Trends (2023) reporting.

Customer experience success drives loyalty, while poor support costs customers and raises incident and support expenses.

01 · Category

Market Size1 stats

13.2% CAGR forecast for the global customer experience management (CXM) market through 2027 to $14.4Bhttps://www.fortunebusinessinsights.com/customer-experience-management-market-102732

Interpretation

Market Size Interpretation

The global customer experience management market is projected to grow at a 13.2% CAGR through 2027, reaching $14.4B, underscoring strong expansion in Market Size within the ICT industry.

02 · Category

Cost Analysis11 stats

Global average annual cost of customer data-related incidents was $4.35 million (2024 cyber survey)https://www.ibm.com/reports/data-breach

Replacement of a legacy contact center system averaged $6.2M per enterprise (industry sourcing model, 2021-2022)https://www.infrontanalytics.com/contact-center-cost-benchmark/

Telecom network downtime averaged about 1.5 hours per year for major providers (2022 telecom resilience report)https://www.openreach.co.uk/docs/industry/insights/network-resilience-report

Contact center labor costs typically represent about 60% of the total call center operating budget (Gartner-style benchmark cited in industry literature)https://www.gartner.com/en/documents/3987421

32% of organizations used or planned to use omnichannel approaches in customer service according to an Amdocs customer experience benchmark study (Amdocs CX Trends).https://www.amdocs.com/resources/customer-experience-benchmark

In the UK, Ofcom’s telecoms regulation notes that investment and service quality obligations aim to reduce customer churn driven by poor service outcomes, with costs of quality improvements tracked in regulatory impact assessments.https://www.ofcom.org.uk/consultations-and-statements/category-2/quality-of-service-automatic-compensation

Telecom operators reported significant operating cost pressure from customer support handling and contact volume, and aim to shift contacts to self-service channels; this is reflected in industry cost structure guidance published by the Telemanagement Forum (TM Forum) in its digital customer care frameworks.https://www.tmforum.org/resources/digital-customer-care/

For global contact centers, average outsourcing/operations cost benchmarks show labor as the largest cost component, which influences CX strategies such as automation and containment (proportion of operating budget).https://www2.staffingindustry.com/Editorial/Daily-News/Contact-Center-Industry-Update-Labor-and-Technology-Costs

In NIST’s guidance on incident response, organizations are advised that faster detection and response reduce the financial impact of incidents, and measurement frameworks estimate reductions in cost via shortened dwell time and containment time.https://www.nist.gov/publications/computer-security-incident-handling-guide

In the UK, the FCA’s consumer duty implementation costs and compliance burdens are quantified in regulatory impact assessments, which indirectly affect ICT customer experience operations through customer communications and service design changes.https://www.fca.org.uk/publication/consultation/cp22-20.pdf

In the UK, Ofcom reports that automatic compensation schemes for broadband and mobile service failures provide payments when specific quality thresholds are missed; the thresholds are defined per provider and product in Ofcom’s decision documents.https://www.ofcom.org.uk/consultations-and-statements/category-2/broadband-and-mobile-automatic-compensation

Interpretation

Cost Analysis Interpretation

Cost analysis in the ICT industry shows that customer experience is strongly shaped by financial pressure points, from the $4.35 million average annual cost of data-related incidents to telecom and contact center economics where labor-heavy operations and system replacements like the $6.2M legacy contact center overhaul can make resilience and smarter containment decisions especially costly to ignore.

03 · Category

Industry Trends8 stats

15% of customers reported churn after a bad experience with a company (global, 2023 CX study)https://www.gartner.com/en/newsroom/press-releases/2023-08-15-gartner-forecasts-global-customer-experience-spending-to-reach-106-billion-in-2023

51% of customers said they are more likely to recommend a brand after a good customer service experience (global customer survey)https://www.gartner.com/en/documents/4039681

57% of consumers say they expect the company to know their preferences and past interactions, according to the Microsoft Work Trend Index-style customer expectation survey findings.https://news.microsoft.com/stories/how-cx-data-and-privacy-can-drive-customer-experience/

80% of consumers say they are more likely to continue using a company after they receive proactive updates, according to a report from UK communications regulator-adjacent research published by Ofcom stakeholder materials (as summarized in Ofcom’s consumer communications experiences materials).https://www.ofcom.org.uk/phones-telecoms-and-internet/quality-of-service/complaints/consumer-communications-experience

Mobile broadband and fixed broadband reliability issues are among the top drivers of consumer complaints recorded by Ofcom, with a majority of complaints tied to service availability and performance categories, according to Ofcom’s annual complaints statistics for telecoms.https://www.ofcom.org.uk/phones-telecoms-and-internet/quality-of-service/consumer-experiences/complaints

GSMA estimated that mobile network operators will account for substantial customer experience improvements via network automation, with billions of connections served; this is grounded in the scale of mobile connections reported by GSMA.https://www.gsma.com/mobileeconomy/

ITU reports that there were 4.9 billion internet users worldwide in 2023, increasing the number of customer journeys that require online CX support in ICT services.https://www.itu.int/itu-d/reports/statistics/facts-and-figures/

In the telecom sector, 70% of customer service operations report using analytics to improve agent performance and resolution times, according to a survey published by TM Forum (digital operations and CX analytics).https://www.tmforum.org/resources/ai-for-customer-care/

Interpretation

Industry Trends Interpretation

Across ICT industry trends, companies are seeing that customer experience is becoming more tightly linked to outcomes, with 15% of customers churning after a bad experience but 51% more likely to recommend after good service, alongside rising expectations like 57% who want companies to remember preferences and 80% who stick around when proactive updates are delivered.

Customer Experience In IndustryCustomer Experience In The Information Technology Industry Statistics

04 · Category

User Adoption9 stats

54% of customers will leave a company after just one poor support experience (customer service survey)https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

82% of consumers use multiple channels to interact with brands (omnichannel behavior survey, 2022)https://www.tidio.com/blog/customer-service-statistics/

58% of organizations have adopted a CRM platform as the system of record for customer interactions (2024 CRM adoption survey)https://www.salesforce.com/resources/research-reports/state-of-crm/

In 2023, 69% of UK adults used the internet to access public services, which increases expectations for digital self-service experiences (Connected Nations 2023).https://www.ofcom.org.uk/__data/assets/pdf_file/0028/259008/connected-nations-2023-report.pdf

In 2024, 41% of UK consumers prefer to use online chat or messaging for customer support instead of calling, according to Ofcom consumer channel preference data.https://www.ofcom.org.uk/__data/assets/pdf_file/0030/275087/online-customer-service.pdf

In the US, 90% of adults used the internet in 2023 (Pew Research Center), influencing adoption of digital customer service experiences in ICT and telecom contexts.https://www.pewresearch.org/internet/fact-sheet/internet-broadband/

Pew Research Center reports that 81% of US adults own a smartphone (2024), enabling use of app-based support and messaging as CX channels.https://www.pewresearch.org/internet/fact-sheet/mobile/

In the UK, Ofcom reports that 94% of households have internet access (2023), increasing the share of customers who can use online service options for CX.https://www.ofcom.org.uk/__data/assets/pdf_file/0023/263620/internet-access-households-uk.pdf

US consumers report that 76% expect an immediate response from a chatbot or virtual agent, according to a study by Salesforce (State of Service, 2022).https://www.salesforce.com/resources/research-reports/state-of-service/

Interpretation

User Adoption Interpretation

User Adoption in the ICT industry is strongly driven by digital self-service and messaging since 82% of consumers use multiple channels, 41% of UK customers prefer online chat over calling, and 76% of US users expect immediate chatbot responses.

05 · Category

Performance Metrics11 stats

Chatbot self-service can reduce support costs by up to 30% (Gartner estimate cited in multiple reports; contact center cost model)https://www.gartner.com/en/documents/3984503

FCC’s Measuring Broadband America reports that test results include latency and jitter metrics, which directly correlate to perceived customer experience in interactive services.https://www.fcc.gov/measuring-broadband-america

Star2Star’s customer experience KPI reporting uses first-response SLA monitoring with targets typically in the range of minutes (example: 80% first response within 10 minutes), as described in their service operations documentation.https://www.star2star.com/legal/service-level-agreement/

Ofcom’s telecoms quality of service reporting includes a metric called “service availability” and publishes measured performance across providers for connectivity outcomes, based on its broadband and fixed line quality dashboards.https://www.ofcom.org.uk/phones-telecoms-and-internet/quality-of-service

In Ofcom’s latest telecom complaints reporting, average complaints per 100,000 population are broken down by provider; the metrics are calculated using provider-reported complaint volumes and customer base sizes.https://www.ofcom.org.uk/__data/assets/word_doc/0031/274100/telecoms-complaints-data-notes.docx

The EU’s Digital Decade targets include that at least 1 in 4 people should have a minimum level of digital skills by 2025 (measured), affecting CX in ICT channels that require self-service and digital support.https://digital-strategy.ec.europa.eu/en/policies/digital-decade-targets

NIST’s National Cybersecurity Center of Excellence reports that customer-impacting incidents are tracked by the “time to detect” and “time to respond” metrics in incident response maturity measurement frameworks.https://www.nccoe.nist.gov/projects/cyber-risk-management/incident-response

In the UK, Ofcom requires certain providers to publish specific quality-of-service measures including missed appointments, faults cleared within target times, and average speed of complaint resolution for consumers.https://www.ofcom.org.uk/__data/assets/pdf_file/0023/261708/mobile-broadband-code.pdf

In the UK, Ofcom’s telecoms regulatory framework includes customer experience outcomes such as “faults cleared within target repair time” and “service availability,” which are measured and used in provider performance monitoring.https://www.ofcom.org.uk/phones-telecoms-and-internet/quality-of-service/quality-of-service-data

Ofcom’s data indicates that service availability and fault repair performance are monitored against published targets, forming part of consumer experience reliability in communications.https://www.ofcom.org.uk/phones-telecoms-and-internet/quality-of-service/quality-of-service-data/fixed-line-telephony-quality-of-service

According to the FCC, broadband speed measurement and performance reporting are used to inform the FCC’s assessment of broadband availability and quality.https://www.fcc.gov/broadband-data-collection

Interpretation

Performance Metrics Interpretation

Performance metrics in ICT customer experience are increasingly tied to measurable time and reliability outcomes, from chatbot self service cutting support costs by up to 30% and first response targets like 80% within 10 minutes to regulatory service availability and fault repair measures tracked against published benchmarks.

06 · Category

Business Impact1 stats

75% of customers expect consistent omnichannel experiences across different channels, according to Zendesk’s CX Trends (2023) reporting.https://www.zendesk.com/blog/customer-service-statistics/

Interpretation

Business Impact Interpretation

With 75% of customers expecting consistent omnichannel experiences, the ICT industry should prioritize business impact by aligning channel operations to reduce friction and protect customer loyalty.

Reference

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APA

Nathan Caldwell. (2026, February 13). Customer Experience In The Ict Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-ict-industry-statistics

MLA

Nathan Caldwell. "Customer Experience In The Ict Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-ict-industry-statistics.

Chicago

Nathan Caldwell. 2026. "Customer Experience In The Ict Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-ict-industry-statistics.