Customer Experience In The Tmt Industry Statistics 2026

Customer experience is becoming the battleground in telecom, media, and technology, and the expectations keep getting tighter. Eighty-eight percent of telecom companies say improving CX is a top strategic priority, yet 58% of consumers report they have stopped doing business because of poor customer service, and 55% expect a response within 24 hours. The gap between what buyers want and what companies deliver helps explain why the market for customer engagement and contact center AI is accelerating so quickly.

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

Customer Expectations7 stats

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

55% of customers expect a response from customer service within 24 hours or less

66% of customers expect self-service options such as chatbots and knowledge bases

79% of business buyers expect suppliers to respond in real time

54% of global consumers say they expect real-time responses from customer service

Interpretation

Customer Expectations Interpretation

Customer expectations in the TMT industry are rising fast, with 86% of buyers willing to pay more for a better experience and over half expecting near real time support, since 79% of business buyers and 54% of global consumers expect real time responses.

02 · Category

Market Size9 stats

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

The global customer service software market is expected to reach $10.6 billion by 2028

The global customer data platform market is expected to grow from $5.5 billion in 2024 to $16.1 billion by 2030

The global marketing automation software market was $7.5 billion in 2023

The global digital experience platform (DXP) market is projected to reach $16.5 billion by 2028

The global conversational AI market is forecast to reach $29.7 billion by 2030

The US cloud contact center market is forecast to reach $9.8 billion by 2027

Interpretation

Market Size Interpretation

For Market Size in the TMT Customer Experience industry, spending is accelerating across the stack, with omnichannel customer experience platforms rising from $3.0 billion in 2023 to $8.4 billion by 2030 and conversational AI projected to surge to $29.7 billion by 2030.

03 · Category

Technology & Automation5 stats

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)

In 2023, US wireline voice service lines fell to 41.7 million (changing customer support and migration CX needs)

In 2023, 86% of telecom subscribers used a smartphone, supporting mobile-first CX design and support channels

Interpretation

Technology & Automation Interpretation

By 2025, with 80% of customer service organizations using automation to route and resolve simple requests, TMT companies are clearly moving toward technology and automation to deliver faster CX as smartphone use reaches 86% among telecom subscribers.

04 · Category

Performance Metrics5 stats

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)

In the UK, 71% of people expect online customer service, and 44% expect it to be available 24/7 (Ofcom consumer communications research)

In the US, 90% of telecom complaints to the FCC involve service quality, billing, or provisioning issues that drive CX performance metrics tracking

Interpretation

Performance Metrics Interpretation

For Performance Metrics in the TMT industry, improving customer outcomes is clearly measurable as SLA breaches fell 18% with workforce management automation and even a 1-point CSAT lift can drive a 2% increase in retention.

Customer Experience In IndustryCustomer Experience In The Telecom Industry Statistics

05 · Category

Industry Trends6 stats

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)

US regulators reported that speed and reliability complaints remained among the top complaint categories for broadband customers in 2023

In 2023, 69% of consumers expect brands to use data responsibly (Trust/brand survey, Edelman)

88% of telecom companies say improving customer experience is a top strategic priority

Interpretation

Industry Trends Interpretation

In the telecom industry, improving customer experience is a top priority for 88% of companies while 2023 brought a 14% rise in billing-related complaint filings and an average $3.5 million cost per data breach, underscoring that industry trends are pushing CX improvements toward faster, more accurate, and more trusted customer interactions.

06 · Category

Customer Priorities2 stats

56% of telecom customers cite billing as a key issue when deciding whether to stay with their provider

In the US, 49% of consumers say they use online self-service before contacting a support agent

Interpretation

Customer Priorities Interpretation

Telecom customers make Customer Priorities decisions heavily around practical needs, with 56% citing billing as a key factor in whether they stay, while 49% in the US turn to online self-service first before contacting support.

07 · Category

Operational Outcomes3 stats

67% of customer service leaders report that knowledge management improvements reduced repeat contacts

Using multichannel customer engagement increases customer retention by 25% (average uplift reported across studies in a 2022 synthesis)

Organizations that use journey mapping reported 15% lower customer effort scores in a 2020 industry benchmarking study

Interpretation

Operational Outcomes Interpretation

For TMT operational outcomes, the clearest trend is that improving how teams manage knowledge and engage customers through journeys and multichannel approaches can measurably reduce friction and churn, with repeat contacts down when knowledge management improves, retention up by 25% via multichannel engagement, and customer effort scores falling 15% when organizations use journey mapping.

08 · Category

Service Performance1 stats

In telecom, 41% of customer contacts are repeat issues, indicating opportunity for root-cause resolution

Interpretation

Service Performance Interpretation

In telecom, the fact that 41% of customer contacts are repeat issues highlights a clear service performance challenge and underscores the need for stronger root-cause resolution to reduce recurrence.

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.