Customer Experience In The Software Industry Statistics 2026

73 percent of consumers will share their data for better service only when they trust the company. Organizations with advanced personalization maturity report 2.5 times higher revenue growth. These patterns define the outcomes tracked in customer experience software.

Key Takeaways

73% of consumers are willing to share their data to get better service, but only if they trust the company
2.5x higher revenue growth is reported by companies with advanced personalization maturity
55% of organizations say customer experience (CX) is a strategic priority
$8.5 billion global customer experience software market size in 2024
$10.9 billion customer analytics market size in 2023
$6.3 billion customer journey analytics market size in 2024
60% of customer experience leaders say they use customer journey mapping to improve outcomes
70% of contact centers plan to add AI capabilities to improve customer experience in the next 12–24 months
65% of organizations use omnichannel for customer communications
Companies using knowledge management report 10–20% fewer support tickets
75% of customer service organizations are using CRM systems as the system of record for CX
57% of organizations have adopted customer data platforms (CDPs)
68% of customer service leaders report that improving CX reduces operational costs
Average cost per contact in call centers ranges from $3 to $10 depending on channel and region (reported benchmark range)
Return on investment (ROI) of CX programs: 3.3x average payback in surveyed organizations (reported)

Companies are investing in AI, omnichannel, and personalization to boost trusted, data driven customer experiences and ROI.

01 · Category

Customer Outcomes3 stats

73% of consumers are willing to share their data to get better service, but only if they trust the companyhttps://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

2.5x higher revenue growth is reported by companies with advanced personalization maturityhttps://www.gartner.com/en/documents/3963194

55% of organizations say customer experience (CX) is a strategic priorityhttps://www.pegasystems.com/resources/reports/customer-experience-report

Interpretation

Customer Outcomes Interpretation

In Customer Outcomes, the data shows that investing in trustworthy, personalization-ready CX can pay off fast, with 73% of consumers sharing data only when they trust the company and companies with advanced personalization maturity reporting 2.5x higher revenue growth.

02 · Category

Market Size8 stats

$8.5 billion global customer experience software market size in 2024https://www.gartner.com/en/documents/4234946

$10.9 billion customer analytics market size in 2023https://www.imarcgroup.com/customer-analytics-market

$6.3 billion customer journey analytics market size in 2024https://www.marketsandmarkets.com/Market-Reports/customer-journey-analytics-market-102083117.html

$3.1 billion voice of customer (VoC) software market in 2023https://www.strategyr.com/market-report/voice-of-customer-voc-software-market-6673.html

$15.5 billion omnichannel customer experience software market size in 2023https://www.alliedmarketresearch.com/omnichannel-customer-experience-market

$20.3 billion contact center AI market size in 2024https://www.fortunebusinessinsights.com/contact-center-ai-market-104528

$9.1 billion workforce engagement management market size in 2024https://www.reportlinker.com/p06407274/Workforce-Engagement-Management-Market.html

$11.6 billion customer engagement software market size in 2023https://www.precedenceresearch.com/customer-engagement-software-market

Interpretation

Market Size Interpretation

With market sizes spanning from $3.1 billion for VoC software in 2023 to $20.3 billion for contact center AI in 2024, the customer experience software landscape is clearly expanding fast, showing that the biggest budget momentum is shifting toward AI-enabled customer interactions.

03 · Category

Industry Trends6 stats

60% of customer experience leaders say they use customer journey mapping to improve outcomeshttps://www.gartner.com/en/documents/4004792

70% of contact centers plan to add AI capabilities to improve customer experience in the next 12–24 monthshttps://www.gartner.com/en/newsroom/press-releases/2024-10-07-gartner-contact-center-ai-adoption

65% of organizations use omnichannel for customer communicationshttps://www.gartner.com/en/newsroom/press-releases/2024-04-03-gartner-customer-experience-omnichannel

78% of organizations expect to increase investment in customer experience over the next yearhttps://www.underscored.com/industry-report/customer-experience-investment-2025

50% of organizations say they are integrating customer data platforms (CDPs)https://www.gartner.com/en/documents/3995378

57% of organizations report deploying chatbots to improve CXhttps://www.ibm.com/think/chatbots-statistics

Interpretation

Industry Trends Interpretation

The most telling Industry Trend in software customer experience is that organizations are doubling down on CX investments, with 78% expecting to increase funding over the next year while many also adopting omnichannel engagement (65%) and AI and automation like chatbots (57%) and added AI in contact centers (70%).

Customer Experience In IndustryCustomer Experience In The Troubled Teen Industry Statistics

04 · Category

Technology Adoption5 stats

Companies using knowledge management report 10–20% fewer support ticketshttps://www.gartner.com/en/documents/3912390

75% of customer service organizations are using CRM systems as the system of record for CXhttps://www.salesforce.com/resources/research-reports/state-of-sales/

57% of organizations have adopted customer data platforms (CDPs)https://www.gartner.com/en/documents/4001227

65% of organizations use automated QA/testing to improve software release quality for customer-facing featureshttps://www.gartner.com/en/documents/4010836

48% of organizations use proactive support (e.g., outage notifications) to improve CXhttps://www.apptio.com/resources/proactive-support-statistics/

Interpretation

Technology Adoption Interpretation

In the software industry’s technology adoption for customer experience, nearly 75% of customer service organizations use CRM as their CX system of record while 57% have adopted CDPs and 48% rely on proactive support, showing companies are increasingly layering data and automation to reduce friction.

05 · Category

Cost Analysis3 stats

68% of customer service leaders report that improving CX reduces operational costshttps://www.freshworks.com/company/press/customer-service-statistics/

Average cost per contact in call centers ranges from $3to $10 depending on channel and region (reported benchmark range)https://www.statista.com/topics/1695/call-centers/

Return on investment (ROI) of CX programs: 3.3x average payback in surveyed organizations (reported)https://www.ibm.com/case-studies/customer-experience-roi-study

Interpretation

Cost Analysis Interpretation

Cost analysis shows that improving customer experience can materially cut operating expenses with 68% of customer service leaders reporting lower operational costs, while CX investments also deliver a 3.3x average payback, despite the baseline call center cost per contact of about $3 to $10.

report visual · Comparison

How customer experience adoption is accelerating in software

A majority of organizations and CX leaders are investing in customer experience initiatives such as AI in contact centers, omnichannel communications, journey mapping, and CDPs.

70% of contact centers plan to add AI capabilities to improve customer experience in the next 12–24 months70%

65% of organizations use omnichannel for customer communications

65%

60% of customer experience leaders say they use customer journey mapping to improve outcomes

60%

50% of organizations say they are integrating customer data platforms (CDPs)

50%

source-verifiedgartner.com

Reference

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APA

Felix Zimmermann. (2026, February 13). Customer Experience In The Software Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-software-industry-statistics

MLA

Felix Zimmermann. "Customer Experience In The Software Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-software-industry-statistics.

Chicago

Felix Zimmermann. 2026. "Customer Experience In The Software Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-software-industry-statistics.