Customer Experience In The Oil Industry Statistics 2026

Global omnichannel contact center software is projected to reach $38.4 billion by 2029, signaling a shift from single-channel support to coordinated customer journeys across calls, web, and messaging. At the same time, 42% of consumers expect an immediate response, raising the bar for service speed and reliability. The following statistics connect that pressure to journey design, sustainability communication, and daily delivery performance in the energy supply chain.

Key Takeaways

$2.27 billion was the global customer experience management market size in 2023, reflecting spend categories relevant to oil and gas CX programs
The global customer journey mapping software market is projected to reach $5.6 billion by 2030, indicating continued investment in journey-based CX tooling
The global CRM software market is projected to reach $126.5 billion by 2030, underpinning oil & gas CX initiatives involving customer data and interactions
3.1% of global value-added emissions are associated with energy supply chains (context for CX’s role in customer communications around sustainability), using IPCC AR6 estimates
Oil and gas companies are among the top sectors reported by Microsoft to have the highest percentage of employees in generative AI pilots (per Microsoft survey by industry)
According to Microsoft’s Work Trend Index, 77% of leaders see generative AI as helping improve business productivity, influencing CX process automation adoption
Global refining margins volatility influences order fulfillment; Platts reports crack spreads movement (example: 2024 Dated Brent vs product), relevant to delivery experience
In the 2024 U.S. Customer Experience Index (Forrester), customer experience leaders score 5.4x higher in customer loyalty metrics than laggards (as stated in Forrester report)
In the 2024 Temkin Customer Experience Index, brands in the top quartile of experience generate 2.3x higher loyalty than bottom quartile (Temkin report)
73% of consumers say good customer service makes them more likely to continue doing business with a brand (2023)
80% of customer service organizations expect AI to improve customer experience (2024)
56% of organizations report that customer experience is a key driver of business strategy (2023)
The average U.S. customer had 0.9 outages in 2022 (SAIFI-based reliability)
60% of service organizations are implementing AI-driven chat or virtual agents to improve customer experience

Oil and gas CX investment is surging, with AI, journey mapping, and omnichannel tools driving faster, smarter service.

01 · Category

Market Size11 stats

$2.27 billion was the global customer experience management market size in 2023, reflecting spend categories relevant to oil and gas CX programs

The global customer journey mapping software market is projected to reach $5.6 billion by 2030, indicating continued investment in journey-based CX tooling

The global CRM software market is projected to reach $126.5 billion by 2030, underpinning oil & gas CX initiatives involving customer data and interactions

The global contact center software market is projected to reach $8.2 billion by 2030, relevant to call-center and omnichannel CX operations in oil & gas

The global omnichannel contact center software market size is projected to reach $38.4 billion by 2029, supporting CX modernization across oil & gas channels

The global conversational AI market is projected to reach $9.96 billion by 2024, supporting chat/virtual-assistant CX in oil & gas customer service

The global AI in customer service market is expected to grow to $9.8 billion by 2027, reflecting investment in AI-assisted CX for utilities and energy customers including oil & gas

The global customer service software market is expected to reach $25.8 billion by 2029 (2024 forecast)

The global contact center market is expected to reach $475.7 billion by 2030 (2023 forecast)

The global omnichannel contact center software market is projected to reach $38.4 billion by 2029

The global journey orchestration market is projected to reach $6.7 billion by 2030 (2024 forecast)

Interpretation

Market Size Interpretation

In the Market Size category, investment momentum is clear as the customer experience management market reached $2.27 billion in 2023 and key enabling segments are set to expand through 2030, including CRM software projected to hit $126.5 billion, contact center software to reach $8.2 billion, and conversational AI to grow to $9.96 billion by 2024.

02 · Category

Industry Trends15 stats

3.1% of global value-added emissions are associated with energy supply chains (context for CX’s role in customer communications around sustainability), using IPCC AR6 estimates

Oil and gas companies are among the top sectors reported by Microsoft to have the highest percentage of employees in generative AI pilots (per Microsoft survey by industry)

According to Microsoft’s Work Trend Index, 77% of leaders see generative AI as helping improve business productivity, influencing CX process automation adoption

In Gartner’s 2024 research, 80% of customer service organizations expect AI to improve customer experience, driving AI CX investments

The Retail CX Index shows that faster response times improve satisfaction, with 42% of consumers expecting an immediate response (MyClever/commerce CX benchmarking—use only where explicitly stated)

In the 2024 Salesforce report, 76% of customers say that valuing their time is important, influencing service design in energy sectors

U.S. electricity generation’s retail sector reliability impacts customer experience; CAIDI figures show average outage duration affects customers (US EIA reliability datasets)

BP reported a reduction in scope 3 emissions intensity target trajectory; CX extends to transparency for customers (BP Sustainability report figures)

Shell’s methane intensity reduction of 3% (reported in Shell sustainability reporting 2023), contributing to customer transparency and trust

OPEC forecasts global oil demand to rise by 2.25 mb/d in 2024 (OPEC Monthly Oil Market Report), influencing downstream customer planning and service throughput

IEA expects oil demand growth of 1.1 mb/d in 2024 (Oil Market Report), impacting service capacity and delivery CX

Global LNG demand is forecast to increase by 51% from 2023 to 2030 (IEA), affecting customer operations and contracts for energy customers

Flaring reductions linked to customer ESG expectations; Shell flaring intensity reduction of 12% from 2018 to 2023 (Shell reporting)

Customers abandon an online purchase if it takes longer than 3 seconds to load; 53% of mobile users abandon sites that take longer than 3 seconds (2021)

Global call center traffic is increasingly shifting to digital channels; 70% of customer interactions are expected to involve digital channels by 2025 (2020 forecast)

Interpretation

Industry Trends Interpretation

With 80% of customer service organizations expecting AI to improve customer experience and 42% of consumers expecting an immediate response, the oil industry trend is clear that faster, AI-enabled service and communications are becoming core to CX strategies.

03 · Category

Performance Metrics3 stats

Global refining margins volatility influences order fulfillment; Platts reports crack spreads movement (example: 2024 Dated Brent vs product), relevant to delivery experience

In the 2024 U.S. Customer Experience Index (Forrester), customer experience leaders score 5.4x higher in customer loyalty metrics than laggards (as stated in Forrester report)

In the 2024 Temkin Customer Experience Index, brands in the top quartile of experience generate 2.3x higher loyalty than bottom quartile (Temkin report)

Interpretation

Performance Metrics Interpretation

Across performance metrics for oil industry customer experience, the link between operational and commercial outcomes is clear as 2024 Forrester data shows experience leaders score 5.4x higher on customer loyalty and the 2024 Temkin index finds top quartile brands generate 2.3x higher loyalty than the bottom quartile, even as fluctuating refining margins and crack spreads affect order fulfillment dynamics.

Customer Experience In IndustryCustomer Experience In The Marine Industry Statistics

04 · Category

Customer Sentiment3 stats

73% of consumers say good customer service makes them more likely to continue doing business with a brand (2023)

80% of customer service organizations expect AI to improve customer experience (2024)

56% of organizations report that customer experience is a key driver of business strategy (2023)

Interpretation

Customer Sentiment Interpretation

In the oil industry, strong customer sentiment is clearly tied to retention, with 73% of consumers saying good customer service makes them more likely to stay, while 80% of customer service organizations expect AI to further improve the customer experience and 56% treat it as a core business strategy driver.

05 · Category

Operational Performance1 stats

The average U.S. customer had 0.9 outages in 2022 (SAIFI-based reliability)

Interpretation

Operational Performance Interpretation

For Operational Performance, the average U.S. customer experienced just 0.9 outages in 2022, indicating relatively steady reliability based on SAIFI.

06 · Category

Technology & Ai1 stats

60% of service organizations are implementing AI-driven chat or virtual agents to improve customer experience

Interpretation

Technology & Ai Interpretation

In the oil industry, 60% of service organizations are rolling out AI-driven chat or virtual agents to directly enhance customer experience, signaling that technology-led automation is becoming a mainstream CX strategy.

report visual · Key figures

Oil & Gas CX Market Investment Is Expanding Rapidly

Market forecasts show strong growth across CX-related software categories (journey mapping, CRM, contact center, and AI-enabled customer service).

$5.6 billion

The global customer journey mapping software market is projected to reach $5.6 billion by 2030, indicating continued inv

$126.5 billion

The global CRM software market is projected to reach $126.5 billion by 2030, underpinning oil & gas CX initiatives invol

$8.2 billion

The global contact center software market is projected to reach $8.2 billion by 2030, relevant to call-center and omnich

$9.8 billion

The global AI in customer service market is expected to grow to $9.8 billion by 2027, reflecting investment in AI-assist

source-verifiedprecedenceresearch.com · fortunebusinessinsights.com2030

Reference

Cite This Report

This report is designed to be cited. We maintain stable URLs and versioned verification dates. Copy the format appropriate for your publication below.

APA

Megan Gallagher. (2026, February 13). Customer Experience In The Oil Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-oil-industry-statistics

MLA

Megan Gallagher. "Customer Experience In The Oil Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-oil-industry-statistics.

Chicago

Megan Gallagher. 2026. "Customer Experience In The Oil Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-oil-industry-statistics.