Customer Experience In The Tmt Industry Statistics 2026

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.

01 · Category

Market Size9 stats

The global customer engagement software market was valued at $10.3 billion in 2023https://www.grandviewresearch.com/industry-analysis/customer-engagement-software-market

The global contact center AI market is forecast to grow from $4.0 billion in 2024 to $11.9 billion by 2030https://www.marketsandmarkets.com/Market-Reports/contact-center-ai-market-154608071.html

The global omnichannel customer experience platform market is projected to reach $8.4 billion by 2030, up from $3.0 billion in 2023https://www.fortunebusinessinsights.com/omnichannel-customer-experience-platform-market-110563

The global customer service software market is expected to reach $10.6 billion by 2028https://www.fortunebusinessinsights.com/customer-service-software-market-105400

The global customer data platform market is expected to grow from $5.5 billion in 2024 to $16.1 billion by 2030https://www.mordorintelligence.com/industry-reports/customer-data-platform-market

The global marketing automation software market was $7.5 billion in 2023https://www.grandviewresearch.com/industry-analysis/marketing-automation-software-market

The global digital experience platform (DXP) market is projected to reach $16.5 billion by 2028https://www.gartner.com/en/research/methodologies/digital-experience-platform

The global conversational AI market is forecast to reach $29.7 billion by 2030https://www.precedenceresearch.com/conversational-ai-market

The US cloud contact center market is forecast to reach $9.8 billion by 2027https://www.frost.com/frost-perspectives/cloud-contact-center-market-share-forecast

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

86% of buyers are willing to pay more for a better customer experiencehttps://www.superoffice.com/blog/customer-experience-statistics/

72% of consumers expect companies to personalize their interactionshttps://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

58% of consumers say they have stopped doing business with a company due to poor customer servicehttps://www.microsoft.com/en-us/worklab/customer-service-stats

55% of customers expect a response from customer service within 24 hours or lesshttps://www.gartner.com/en/newsroom/press-releases/2023-08-28-gartner-says-55-percent-of-customers-expect-respond-within-24-hours-or-less

66% of customers expect self-service options such as chatbots and knowledge baseshttps://www.forrester.com/report/online-customer-service-customer-expectations-and-behaviors/RES167211

79% of business buyers expect suppliers to respond in real timehttps://www.gartner.com/en/documents/3989217

54% of global consumers say they expect real-time responses from customer servicehttps://www.salesforce.com/news/stories/state-of-service/

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.

03 · Category

Industry Trends6 stats

2023 saw a 14% increase in telecom customer complaint filings related to billing per regulator disclosureshttps://www.ofcom.org.uk/__data/assets/pdf_file/0028/266462/complaints-billing-2023.pdf

Data breach costs for the telecom sector averaged $3.5 million in 2023 (IBM Cost of a Data Breach Report)https://www.ibm.com/reports/data-breach

In the EU, 55% of consumers have concerns about the accuracy of information provided by companies (Eurobarometer)https://europa.eu/eurobarometer/surveys/detail/2023

US regulators reported that speed and reliability complaints remained among the top complaint categories for broadband customers in 2023https://www.fcc.gov/sites/default/files/fcc-broadband-complaints-2023.pdf

In 2023, 69% of consumers expect brands to use data responsibly (Trust/brand survey, Edelman)https://www.edelman.com/trust/2023/trust-barometer

88% of telecom companies say improving customer experience is a top strategic priorityhttps://www.tmcnet.com/topics/tmcnet/2024/11/13/telecom-customer-experience-strategies-survey.htm

Interpretation

Industry Trends Interpretation

Across the telecom and TMT sector, customer experience is increasingly being shaped by measurable risk and trust issues, with 14% more billing-related complaints in 2023 and an average $3.5 million data breach cost, while 55% of EU consumers worry about information accuracy and 69% expect responsible data use, underscoring why improving customer experience is a strategic priority for 88% of telecom companies.

Customer Experience In IndustryCustomer Experience In The Telecom Industry Statistics

04 · Category

Technology & Automation5 stats

By 2025, 80% of customer service organizations will use automation to route and resolve simple requestshttps://www.gartner.com/en/newsroom/press-releases/2022-12-02-gartner-says-80-percent-of-customer-service-organizations-will-use-automation

In 2024, 44% of customer experience leaders said they use customer journey mapping to improve outcomeshttps://www.helpsystems.com/blog/customer-journey-mapping-statistics

Companies using a customer data platform (CDP) are 1.8x more likely to achieve revenue growth goals (McKinsey estimate)https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/customer-data-platforms-help-businesses-personalize-and-scale

In 2023, US wireline voice service lines fell to 41.7 million (changing customer support and migration CX needs)https://www.fcc.gov/reports-research/reports/broadband-progress-report/2024-broadband-progress-report

In 2023, 86% of telecom subscribers used a smartphone, supporting mobile-first CX design and support channelshttps://www.fcc.gov/reports-research/reports/communications-disability-assistance-program/

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

First Contact Resolution (FCR) averages 65% across customer support operations (Gartner benchmark)https://www.gartner.com/en/documents/4024198

SLA breaches decreased by 18% after adopting workforce management automation (A Customer Experience (CX) case study by NICE)https://www.nice.com/resources/case-studies

A 1-point improvement in CSAT is associated with a 2% increase in customer retention (peer-reviewed study context)https://www.sciencedirect.com/science/article/pii/S0148296322000750

In the UK, 71% of people expect online customer service, and 44% expect it to be available 24/7 (Ofcom consumer communications research)https://www.ofcom.org.uk/research-and-data/multi-sector-research/customer-service-expectations

In the US, 90% of telecom complaints to the FCC involve service quality, billing, or provisioning issues that drive CX performance metrics trackinghttps://www.fcc.gov/sites/default/files/fcc-complaints-report-2023.pdf

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

67% of customer service leaders report that knowledge management improvements reduced repeat contactshttps://www.galaxymetrics.com/research/ivr-and-customer-service-benchmark-report/

Using multichannel customer engagement increases customer retention by 25% (average uplift reported across studies in a 2022 synthesis)https://journals.sagepub.com/doi/10.1177/00920703211064244

Organizations that use journey mapping reported 15% lower customer effort scores in a 2020 industry benchmarking studyhttps://www.kantar.com/inspiration/customers/what-journey-mapping-delivers

56% of telecom customers cite billing as a key issue when deciding whether to stay with their providerhttps://www.ofcom.org.uk/__data/assets/pdf_file/0031/262646/consumer-research-preference-for-telecom-services.pdf

In the US, 49% of consumers say they use online self-service before contacting a support agenthttps://www.jdpower.com/business/resource/experience-research/2024-us-customer-service-industry-study

In telecom, 41% of customer contacts are repeat issues, indicating opportunity for root-cause resolutionhttps://www.globenewswire.com/news-release/2024/09/18/2941238/0/en/Genesys-2024-Global-Customer-Experience-Index-Telecom-Insights.html

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

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

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.