Gitnux/Report 2026

Customer Experience in the Tmt Industry Statistics

Customer Experience In The Tmt Industry makes one tradeoff impossible to ignore, 86% of buyers will pay more for better service but 58% of consumers have already walked away when support fell short, while 79% of business buyers expect real time responses and contact center AI is forecast to jump from $4.0 billion in 2024 to $11.9 billion by 2030. You will also see which CX levers are moving the needle across telecom and digital channels, from 66% expecting self service to 18% fewer SLA breaches after workforce automation and the market scale behind modern engagement platforms.
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July 11, 2026Updated
Customer Experience in the Tmt Industry Statistics
Timothy GrantWritten by Timothy Grant·Edited by Astrid Bergmann·Fact-checked by Abigail Foster
Published ·Updated
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Customer experience now drives pricing power and churn across telecom, media, and technology. 86% of buyers will pay more for a better experience, yet 58% of consumers have left a company after poor service. This article gathers the key TMT CX statistics on customer expectations, automation, market growth, and service performance.

Key Takeaways

  • 86% of buyers are willing to pay more for a better customer experience
  • 72% of consumers expect companies to personalize their interactions
  • 58% of consumers say they have stopped doing business with a company due to poor customer service
  • The global customer engagement software market was valued at $10.3 billion in 2023
  • The global contact center AI market is forecast to grow from $4.0 billion in 2024 to $11.9 billion by 2030
  • The global omnichannel customer experience platform market is projected to reach $8.4 billion by 2030, up from $3.0 billion in 2023
  • By 2025, 80% of customer service organizations will use automation to route and resolve simple requests
  • In 2024, 44% of customer experience leaders said they use customer journey mapping to improve outcomes
  • Companies using a customer data platform (CDP) are 1.8x more likely to achieve revenue growth goals (McKinsey estimate)
  • First Contact Resolution (FCR) averages 65% across customer support operations (Gartner benchmark)
  • SLA breaches decreased by 18% after adopting workforce management automation (A Customer Experience (CX) case study by NICE)
  • A 1-point improvement in CSAT is associated with a 2% increase in customer retention (peer-reviewed study context)
  • 2023 saw a 14% increase in telecom customer complaint filings related to billing per regulator disclosures
  • Data breach costs for the telecom sector averaged $3.5 million in 2023 (IBM Cost of a Data Breach Report)
  • In the EU, 55% of consumers have concerns about the accuracy of information provided by companies (Eurobarometer)

TMT buyers demand personalization, fast real time support, and strong service to avoid churn.

Related reading

01 · Category

Market Size9 stats

01
The global customer engagement software market was valued at $10.3 billion in 2023[1]
02
The global contact center AI market is forecast to grow from $4.0 billion in 2024 to $11.9 billion by 2030[2]
03
The global omnichannel customer experience platform market is projected to reach $8.4 billion by 2030, up from $3.0 billion in 2023[3]
04
The global customer service software market is expected to reach $10.6 billion by 2028[3]
05
The global customer data platform market is expected to grow from $5.5 billion in 2024 to $16.1 billion by 2030[4]
06
The global marketing automation software market was $7.5 billion in 2023[1]
07
The global digital experience platform (DXP) market is projected to reach $16.5 billion by 2028[5]
08
The global conversational AI market is forecast to reach $29.7 billion by 2030[6]
09
The US cloud contact center market is forecast to reach $9.8 billion by 2027[7]
Interpretation

Market Size Interpretation

Market size for TMT customer experience solutions is expanding rapidly, with key segments like omnichannel platforms rising from $3.0 billion in 2023 to $8.4 billion by 2030 and contact center AI forecast to jump from $4.0 billion in 2024 to $11.9 billion by 2030.

02 · Category

Customer Expectations7 stats

01
86% of buyers are willing to pay more for a better customer experience[8]
02
72% of consumers expect companies to personalize their interactions[9]
03
58% of consumers say they have stopped doing business with a company due to poor customer service[10]
04
55% of customers expect a response from customer service within 24 hours or less[5]
05
66% of customers expect self-service options such as chatbots and knowledge bases[11]
06
79% of business buyers expect suppliers to respond in real time[5]
07
54% of global consumers say they expect real-time responses from customer service[9]
Interpretation

Customer Expectations Interpretation

Across the TMT industry, customer expectations are rising fast, with 86% of buyers willing to pay more for a better experience and 79% of business buyers expecting real time responses, making responsive, personalized service a key differentiator in meeting what customers now expect.

More related reading

04 · Category

Technology & Automation5 stats

01
By 2025, 80% of customer service organizations will use automation to route and resolve simple requests[5]
02
In 2024, 44% of customer experience leaders said they use customer journey mapping to improve outcomes[18]
03
Companies using a customer data platform (CDP) are 1.8x more likely to achieve revenue growth goals (McKinsey estimate)[19]
04
In 2023, US wireline voice service lines fell to 41.7 million (changing customer support and migration CX needs)[15]
05
In 2023, 86% of telecom subscribers used a smartphone, supporting mobile-first CX design and support channels[15]
Interpretation

Technology & Automation Interpretation

By 2025, 80% of customer service organizations in TMT are expected to use automation to route and resolve simple requests, signaling that technology and automation will become central to how CX is delivered as smartphone adoption reaches 86% and journey mapping and CDPs drive measurable improvements.

05 · Category

Performance Metrics5 stats

01
First Contact Resolution (FCR) averages 65% across customer support operations (Gartner benchmark)[5]
02
SLA breaches decreased by 18% after adopting workforce management automation (A Customer Experience (CX) case study by NICE)[20]
03
A 1-point improvement in CSAT is associated with a 2% increase in customer retention (peer-reviewed study context)[21]
04
In the UK, 71% of people expect online customer service, and 44% expect it to be available 24/7 (Ofcom consumer communications research)[12]
05
In the US, 90% of telecom complaints to the FCC involve service quality, billing, or provisioning issues that drive CX performance metrics tracking[15]
Interpretation

Performance Metrics Interpretation

For TMT customer experience, the clearest performance metrics story is that improving outcomes is tightly linked to better service delivery, as shown by SLA breaches falling 18% with workforce management automation and a 1 point CSAT lift translating into a 2% rise in retention.

06 · Category

Overview6 stats

01
67% of customer service leaders report that knowledge management improvements reduced repeat contacts[22]
02
Using multichannel customer engagement increases customer retention by 25% (average uplift reported across studies in a 2022 synthesis)[23]
03
Organizations that use journey mapping reported 15% lower customer effort scores in a 2020 industry benchmarking study[24]
04
56% of telecom customers cite billing as a key issue when deciding whether to stay with their provider[12]
05
In the US, 49% of consumers say they use online self-service before contacting a support agent[25]
06
In telecom, 41% of customer contacts are repeat issues, indicating opportunity for root-cause resolution[26]
Interpretation

Industry Overview Interpretation

Across the TMT industry, companies that invest in the customer experience foundation are seeing measurable gains, with multichannel engagement boosting retention by 25% and journey mapping cutting customer effort scores by 15%, while telecom still faces major service friction tied to repeat issues at 41% and billing driving stay decisions for 56% of customers.
report visual · Key figures

What customers expect from TMT CX

Most customer-experience expectations cluster around faster, personalized, and self-service-ready support—while poor service pushes customers away.

86%
86% of buyers are willing to pay more for a better customer experience
72%
72% of consumers expect companies to personalize their interactions
58%
58% of consumers say they have stopped doing business with a company due to poor customer service
55%
55% of customers expect a response from customer service within 24 hours or less
66%
66% of customers expect self-service options such as chatbots and knowledge bases
54%
54% of global consumers say they expect real-time responses from customer service
source-verifiedsuperoffice.com · salesforce.com · microsoft.com · gartner.com · forrester.com
Reference

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APA
Timothy Grant. (2026, February 13). Customer Experience In The Tmt Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-tmt-industry-statistics
MLA
Timothy Grant. "Customer Experience In The Tmt Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-tmt-industry-statistics.
Chicago
Timothy Grant. 2026. "Customer Experience In The Tmt Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-tmt-industry-statistics.

Sources & references

26 sources cited across this report

  1. grandviewresearch.com
  2. marketsandmarkets.com
  3. fortunebusinessinsights.com
  4. mordorintelligence.com
  5. gartner.com
  6. precedenceresearch.com
  7. frost.com
  8. superoffice.com
  9. salesforce.com
  10. microsoft.com
  11. forrester.com
  12. ofcom.org.uk
  13. ibm.com
  14. europa.eu
  15. fcc.gov
  16. edelman.com
  17. tmcnet.com
  18. helpsystems.com
  19. mckinsey.com
  20. nice.com
  21. sciencedirect.com
  22. galaxymetrics.com
  23. journals.sagepub.com
  24. kantar.com
  25. jdpower.com
  26. globenewswire.com