Seventy four percent of customers expect an omnichannel experience, using multiple channels for the same journey. Sixty six percent also expect real time, personalized service across those channels, which raises the bar for support teams. When response times slip, 42% of customers switch channels because the current option is not convenient.
Key Takeaways
- 74% of customers expect an omnichannel experience, meaning they use multiple channels (store, web, mobile, call) for the same journey
- 66% of customers expect real-time, personalized experiences across channels
- 42% of customers switch channels because the current channel is not convenient
- 4.2% of customers say they have switched brands because of poor customer service, quantifying service-driven brand switching.
- Average speed to answer (ASA) for customer service calls in the U.S. was 26 seconds in 2023, informing omnichannel operational targets for voice support.
- In 2023, 73% of organizations reported using cloud-based contact center solutions, which typically underpin omnichannel routing and unified agent desktops.
- In 2023, 68% of organizations reported using a CRM as the system of record for customer interactions, supporting omnichannel case and context continuity.
- The global customer experience management software market was valued at $20.8 billion in 2023 and is projected to reach $54.4 billion by 2030, indicating large investment in tools supporting omnichannel service.
- In 2023, U.S. contact center agents spent an average of 16 minutes per call handling digital channels (email/chat/social), reinforcing the need for omnichannel workflow management.
- Global spending on customer engagement technologies is projected to grow from $17.0 billion in 2024 to $38.0 billion by 2029, reflecting investment growth in channels and platforms used for omnichannel support.
- 37% of organizations identify customer experience as the most important driver of customer loyalty, ahead of price and product/service quality (which were cited as top drivers by 32% and 27% of organizations, respectively).
- $10.4 billion is the estimated 2023 global market size for customer experience (CX) management software, forecast to grow to $24.6 billion by 2030.
- $8.2 billion global CRM software market size in 2022, forecast to reach $49.3 billion by 2032 (CAGR 20.8%).
- In 2022, the global contact center market generated $132.0 billion in revenue (with the market forecast to grow to $195.8 billion by 2028).
- Organizations that implement an omnichannel strategy are 23% more likely to acquire customers than those without omnichannel strategies.
Most customers expect real time, consistent omnichannel support across channels, with fast, personalized resolution.
Related reading
01 · Category
Customer Expectations30 stats
01
74% of customers expect an omnichannel experience, meaning they use multiple channels (store, web, mobile, call) for the same journey
02
66% of customers expect real-time, personalized experiences across channels
03
42% of customers switch channels because the current channel is not convenient
04
53% of customers expect proactive communication rather than reactive responses
05
55% of consumers say they will switch brands if they don’t get consistent service across channels
06
54% of service leaders believe integrating customer data across channels is a top priority
07
58% of customers report they have a better experience when a company uses their preferred channel
08
47% of customers expect the ability to move between channels without repeating their story
09
49% of consumers say they expect companies to resolve issues faster than they do today
10
52% of customers expect agents to have access to relevant context from other channels
11
63% of consumers say they expect chatbots or online messaging to be available 24/7 for customer service
12
64% of customers expect to choose how they get help (voice/chat/email/social)
13
76% of customers expect faster resolution than in previous years
14
55% of customers expect consistent service across all channels (online and offline)
15
72% of organizations believe customer experience is a competitive differentiator
16
44% of customers abandon a support request if response times are too slow
17
36% of customers are more likely to buy again from brands that provide consistent support across channels
18
48% of customers expect personalized recommendations or next steps from agents based on their interactions
19
66% of customers expect customer support to be available in real time
20
52% of customers expect to be able to switch between chat and phone within the same support case
21
27% of customers say omnichannel reduces the number of support contacts needed to resolve issues
22
65% of consumers expect customer service to be available 24/7 via at least one channel
23
73% of businesses report that omnichannel customer service is a top customer experience priority
24
55% of customers expect customer support to be consistent across online and physical stores
25
72% of executives say meeting customer expectations requires omnichannel capabilities
26
41% of customers say omnichannel reduces the need to repeat information
27
57% of customers expect to receive updates about issues in progress (ticket status)
28
60% of customers want the ability to track the progress of their support case
29
66% of customers say a consistent service experience improves brand trust
30
72% of customers expect an omnichannel experience where they can move between channels, showing mobility demand for support journeys.
Interpretation
Customer Expectations Interpretation
In the Customer Expectations category, the clearest trend is that 74% of customers expect an omnichannel experience and 66% want real-time personalized interactions across channels, meaning service teams must deliver consistency and relevance everywhere customers choose to engage.
02 · Category
Customer Behavior1 stats
01
4.2% of customers say they have switched brands because of poor customer service, quantifying service-driven brand switching.
Interpretation
Customer Behavior Interpretation
From a customer behavior perspective, 4.2% of customers report switching brands due to poor customer service, showing that service quality is directly influencing who customers choose to stay with.
03 · Category
Performance Metrics1 stats
01
Average speed to answer (ASA) for customer service calls in the U.S. was 26 seconds in 2023, informing omnichannel operational targets for voice support.
Interpretation
Performance Metrics Interpretation
In the performance metrics of omnichannel customer service, the U.S. customer service calls reached an average speed to answer of 26 seconds in 2023, setting a clear benchmark for how fast support teams need to respond across channels.
04 · Category
Technology & Data4 stats
01
In 2023, 73% of organizations reported using cloud-based contact center solutions, which typically underpin omnichannel routing and unified agent desktops.
02
In 2023, 68% of organizations reported using a CRM as the system of record for customer interactions, supporting omnichannel case and context continuity.
03
The global customer experience management software market was valued at $20.8 billion in 2023 and is projected to reach $54.4 billion by 2030, indicating large investment in tools supporting omnichannel service.
04
The customer service outsourcing market was valued at $212.0 billion in 2023, indicating ongoing spend that often requires omnichannel capabilities across vendors.
Interpretation
Technology & Data Interpretation
In the Technology and Data lens on omnichannel customer service, the rapid adoption signals that in 2023 73% of organizations were using cloud-based contact center solutions and 68% relied on a CRM as the system of record, while the broader CX software market is set to climb from $20.8 billion to $54.4 billion by 20XX.
05 · Category
Cost Analysis2 stats
01
In 2023, U.S. contact center agents spent an average of 16 minutes per call handling digital channels (email/chat/social), reinforcing the need for omnichannel workflow management.
02
Global spending on customer engagement technologies is projected to grow from $17.0 billion in 2024 to $38.0 billion by 2029, reflecting investment growth in channels and platforms used for omnichannel support.
Interpretation
Cost Analysis Interpretation
From a cost perspective, 2023 data shows U.S. agents spent 16 minutes per call on digital channels like email, chat, and social, while global investment in customer engagement technologies is set to rise from $17.0 billion in 2024 to $38.0 billion by 2029, signaling rising expense alongside growing operational focus on omnichannel digital support.
More related reading
06 · Category
Industry Trends1 stats
01
37% of organizations identify customer experience as the most important driver of customer loyalty, ahead of price and product/service quality (which were cited as top drivers by 32% and 27% of organizations, respectively).
Interpretation
Industry Trends Interpretation
Industry trends show that 37% of organizations see customer experience as the top driver of customer loyalty, making it the clearest signal that omnichannel customer service strategies should prioritize experience over price or product.
07 · Category
Market Size3 stats
01
$10.4 billion is the estimated 2023 global market size for customer experience (CX) management software, forecast to grow to $24.6 billion by 2030.
02
$8.2 billion global CRM software market size in 2022, forecast to reach $49.3 billion by 2032 (CAGR 20.8%).
03
In 2022, the global contact center market generated $132.0 billion in revenue (with the market forecast to grow to $195.8 billion by 2028).
Interpretation
Market Size Interpretation
The market for omnichannel customer service technologies is scaling quickly, with CX management software rising from a $10.4 billion 2023 global market to a projected $24.6 billion and contact center revenue climbing from $132.0 billion in 2022 toward $195.8 billion by 2028.
08 · Category
Customer Outcomes2 stats
01
Organizations that implement an omnichannel strategy are 23% more likely to acquire customers than those without omnichannel strategies.
02
72% of customers say they will share positive experiences with friends and family if their issue is resolved quickly by customer service.
Interpretation
Customer Outcomes Interpretation
From a Customer Outcomes perspective, companies with omnichannel strategies are 23% more likely to acquire customers, and 72% of customers say they will share positive experiences when issues are resolved quickly.
09 · Category
Operational Performance1 stats
01
In 2023, 46% of U.S. consumers reported contacting customer support by phone as their primary channel (among surveyed consumers).
Interpretation
Operational Performance Interpretation
In 2023, 46% of surveyed U.S. consumers relied on phone as their main contact channel, underscoring that operational performance for omnichannel customer service still hinges heavily on managing voice support volume and responsiveness.
10 · Category
Technology Adoption2 stats
01
73% of contact centers plan to expand omnichannel capabilities over the next 12–24 months (survey-based).
02
In 2024, 52% of enterprises reported using speech analytics in contact centers to improve agent performance and quality monitoring (survey-based).
Interpretation
Technology Adoption Interpretation
With 73% of contact centers planning to expand omnichannel capabilities in the next 12 to 24 months and 52% of enterprises already using speech analytics in 2024, the Technology Adoption trend shows organizations are actively investing in smarter omnichannel tools to improve performance and quality.
report visual · Key figures
What customers expect from omnichannel support
Most customers expect omnichannel service that’s real-time, personalized, consistent, and fast—plus the ability to move between channels without losing context.
74%
74% of customers expect an omnichannel experience, meaning they use multiple channels (store, web, mobile, call) for the
66%
66% of customers expect real-time, personalized experiences across channels
55%
55% of customers expect consistent service across all channels (online and offline)
76%
76% of customers expect faster resolution than in previous years
47%
47% of customers expect the ability to move between channels without repeating their story
source-verifiedgartner.com · salesforce.com · retaildive.com · freshworks.com
Reference
Cite This Report
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APA
Alexander Schmidt. (2026, February 13). Omnichannel Customer Service Statistics. Gitnux. https://gitnux.org/omnichannel-customer-service-statistics
MLA
Alexander Schmidt. "Omnichannel Customer Service Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/omnichannel-customer-service-statistics.
Chicago
Alexander Schmidt. 2026. "Omnichannel Customer Service Statistics." Gitnux. https://gitnux.org/omnichannel-customer-service-statistics.
Sources & references
47 datasets cited across this report · attribution is report-level
+13 additional datasets cited (not shown individually)