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.
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01 · Category
Market Size11 stats
01
$2.27 billion was the global customer experience management market size in 2023, reflecting spend categories relevant to oil and gas CX programshttps://www.precedenceresearch.com/customer-experience-management-platform-market
02
The global customer journey mapping software market is projected to reach $5.6 billion by 2030, indicating continued investment in journey-based CX toolinghttps://www.precedenceresearch.com/customer-journey-mapping-software-market
03
The global CRM software market is projected to reach $126.5 billion by 2030, underpinning oil & gas CX initiatives involving customer data and interactionshttps://www.precedenceresearch.com/crm-software-market
04
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 & gashttps://www.precedenceresearch.com/contact-center-software-market
05
The global omnichannel contact center software market size is projected to reach $38.4 billion by 2029, supporting CX modernization across oil & gas channelshttps://www.fortunebusinessinsights.com/omnichannel-contact-center-software-market-102918
06
The global conversational AI market is projected to reach $9.96 billion by 2024, supporting chat/virtual-assistant CX in oil & gas customer servicehttps://www.grandviewresearch.com/industry-analysis/conversational-ai-market
07
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 & gashttps://www.fortunebusinessinsights.com/ai-in-customer-service-market-102644
08
The global customer service software market is expected to reach $25.8 billion by 2029 (2024 forecast)https://www.marketsandmarkets.com/Market-Reports/customer-service-software-market-251005286.html
09
The global contact center market is expected to reach $475.7 billion by 2030 (2023 forecast)https://www.fortunebusinessinsights.com/phone-contact-center-market-101135
10
The global omnichannel contact center software market is projected to reach $38.4 billion by 2029https://www.marketwatch.com/press-release/omnichannel-contact-center-software-market-size-share-growth-forecast-to-2029-2023-09-28
11
The global journey orchestration market is projected to reach $6.7 billion by 2030 (2024 forecast)https://www.precedenceresearch.com/journey-orchestration-market
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
01
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 estimateshttps://www.ipcc.ch/report/ar6/syr/
02
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)https://www.microsoft.com/en-us/worklab/reports/genai-workforce-survey
03
According to Microsoft’s Work Trend Index, 77% of leaders see generative AI as helping improve business productivity, influencing CX process automation adoptionhttps://www.microsoft.com/en-us/worklab/work-trend-index
04
In Gartner’s 2024 research, 80% of customer service organizations expect AI to improve customer experience, driving AI CX investmentshttps://www.gartner.com/en/newsroom/press-releases/2024-03-19-gartner-predicts-80-of-customer-service-organization
05
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)https://www.salesforce.com/resources/articles/state-of-the-connected-customer/
06
In the 2024 Salesforce report, 76% of customers say that valuing their time is important, influencing service design in energy sectorshttps://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
07
U.S. electricity generation’s retail sector reliability impacts customer experience; CAIDI figures show average outage duration affects customers (US EIA reliability datasets)https://www.eia.gov/electricity/data/eia923/?src=email
08
BP reported a reduction in scope 3 emissions intensity target trajectory; CX extends to transparency for customers (BP Sustainability report figures)https://www.bp.com/content/dam/bp/business-sites/en/global/corporate/pdfs/sustainability/bp-sustainability-report-2023.pdf
09
Shell’s methane intensity reduction of 3% (reported in Shell sustainability reporting 2023), contributing to customer transparency and trusthttps://reports.shell.com/sustainability-report/2023/service/methane-emissions.html
10
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 throughputhttps://www.opec.org/opec_web/en/publications/2024/OMR/2024_05_10.html
11
IEA expects oil demand growth of 1.1 mb/d in 2024 (Oil Market Report), impacting service capacity and delivery CXhttps://www.iea.org/reports/oil-market-report-may-2024
12
Global LNG demand is forecast to increase by 51% from 2023 to 2030 (IEA), affecting customer operations and contracts for energy customershttps://www.iea.org/reports/lng-2024
13
Flaring reductions linked to customer ESG expectations; Shell flaring intensity reduction of 12% from 2018 to 2023 (Shell reporting)https://reports.shell.com/sustainability-report/2023/
14
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)https://www.thinkwithgoogle.com/intl/en-ww/insights/consumer-insights/mobile-performance-matters/
15
Global call center traffic is increasingly shifting to digital channels; 70% of customer interactions are expected to involve digital channels by 2025 (2020 forecast)https://www.gartner.com/en/documents/3989062
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
01
Global refining margins volatility influences order fulfillment; Platts reports crack spreads movement (example: 2024 Dated Brent vs product), relevant to delivery experiencehttps://www.spglobal.com/commodityinsights/en/market-insights/latest-news/oil/051624-refining-margins-move
02
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)https://www.forrester.com/report/2024-us-customer-experience-index/
03
In the 2024 Temkin Customer Experience Index, brands in the top quartile of experience generate 2.3x higher loyalty than bottom quartile (Temkin report)https://www.gartner.com/en/newsroom/press-releases/2024-02-08-gartner-temkin-customer-experience-index-reveals
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.
More related reading
04 · Category
Customer Sentiment3 stats
01
73% of consumers say good customer service makes them more likely to continue doing business with a brand (2023)https://www.gartner.com/en/newsroom/press-releases/2023-01-17-gartner-says-41-percent-of-consumers-would-switch-to-another-company-after-just-one-bad-customer-experience
02
80% of customer service organizations expect AI to improve customer experience (2024)https://www.gartner.com/en/newsroom/press-releases/2024-03-07-gartner-says-80-percent-of-customer-service-organizations-expect-ai-to-improve-customer-experience
03
56% of organizations report that customer experience is a key driver of business strategy (2023)https://www.statista.com/statistics/1129227/customer-experience-key-business-strategy/
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
01
The average U.S. customer had 0.9 outages in 2022 (SAIFI-based reliability)https://www.eia.gov/electricity/sales-reports/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
01
60% of service organizations are implementing AI-driven chat or virtual agents to improve customer experiencehttps://www.ibm.com/thought-leadership/customer-service-automation
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.
Sources & references
34 datasets cited across this report
+15 additional datasets cited (not shown individually)