New Research from Amdocs Finds 80% of Business Leaders Believe They're Meeting Customer Expectations - Only 24% of Consumers Agree

Rhea-AI Summary

Amdocs (DOX) released the CX20 Global Report 2025, revealing a significant disconnect between business leaders and customers regarding customer experience (CX). While 80% of business leaders believe they're meeting customer expectations, only 24% of consumers agree. The study, spanning 14 industries and countries, shows that despite 92% of leaders citing CX as a top strategic focus, only 28% consider it extremely important for investment. The research highlights that 54% of customers will abandon a company after four poor experiences, with $3.8 trillion in global sales at risk in 2025 due to poor CX. However, 67% of customers would spend more with companies offering strong CX. The study also found that 53% of organizations fail to properly utilize customer feedback data, while 55% struggle with unclear CX metrics.

Positive

• 67% of customers are willing to spend more with companies that deliver strong CX
• Study provides comprehensive data across 14 industries and countries to help identify CX gaps
• Amdocs Studios offers new measurement framework to identify and close 20 critical experience gaps

Negative

• Only 28% of business leaders consider CX extremely important for investment despite 92% calling it a major focus
• 80% of leaders overestimate their CX performance with only 24% of customers agreeing
• 54% of customers will leave after just four poor experiences, putting $3.8 trillion in global sales at risk
• 53% of organizations fail to properly use customer feedback data
• 55% of companies struggle with unclear CX metrics

Insights

Technology Strategy Analyst

Amdocs' research strategically positions its CX solutions while highlighting industry-wide disconnect between businesses and customers.

Amdocs' new research represents a strategic marketing initiative designed to position the company's "Amdocs Studios" digital services offering in the customer experience (CX) marketplace. The study reveals a critical disconnect: 80% of business leaders believe they're meeting customer expectations, while only 24% of customers agree. This gap highlights what Amdocs terms the "CX Illusion" - corporate overconfidence leading to misaligned investments.

The timing is particularly strategic as the research cites $3.8 trillion in global sales at risk due to poor CX in 2025. By quantifying this massive market opportunity, Amdocs is effectively setting the stage for its services. Their approach is sophisticated - rather than simply promoting products, they're establishing thought leadership through comprehensive research spanning 14 industries and countries.

The introduction of their "CX20 Global Report" measurement framework is particularly noteworthy, as it creates a proprietary methodology that potential clients can associate with Amdocs' expertise. This positions Amdocs Studios as not just a service provider but a strategic partner for telecommunications companies facing CX challenges.

This announcement reflects a deeper strategic pivot toward high-margin digital services, likely with recurring revenue opportunities. By emphasizing that 67% of customers will pay more for better experiences, Amdocs is making a clear ROI case for its services - critical for selling to enterprise clients in the current economic climate where technology investments face increased scrutiny.

Despite customer experience being seen as a business imperative, a global study uncovers a concerning misalignment between corporate perception and customer reality - putting trillions in revenue at risk

JERSEY CITY, NJ / ACCESS Newswire / June 10, 2025 / Amdocs (NASDAQ:DOX), a leading provider of software and services to communications and media companies, today announced new research from Amdocs Studios, an Amdocs digital services offering, on customer experience (CX), which found that while 92% of business leaders cite CX as a top strategic focus and 88% link it directly to revenue growth, their actions tell a different story; only 28% believe CX is "extremely important" to invest in.

The CX20 Global Report 2025*, commissioned by Amdocs and fielded by RepData, spanning 14 industries and countries. It uncovers a "CX Illusion" - a concerning overconfidence that is leading companies to invest in the wrong areas, overlook glaring gaps, and underestimate the urgency of customer dissatisfaction.

"Too many companies say customer experience is a priority, yet they stop short of truly investing in it," said Gil Rosen, Chief Marketing Officer, Amdocs. "This gap between belief and action is where customer trust erodes and competitive ground is lost. Our study is a wake-up call for leaders to move beyond CX rhetoric and commit to meaningful transformation."

Findings from the research include:

A major disconnect on customer experience: While nearly every leader claims to prioritize CX, the reality suggests otherwise. Only 28% say it's extremely important to invest in, despite 92% calling it a major focus. This disconnect isn't just theoretical - 80% of leaders think they're meeting customer expectations, yet only 24% of customers agree.

The impact of bad customer service: Customers have no patience for poor experiences: 54% will stop working with a company after just four poor experiences, and 85% of loyal customers would be open to switching brands. This aligns with industry estimates** that $3.8 trillion in global sales are at risk in 2025 due to poor CX. However, 67% of customers are willing to spend more with companies that deliver strong CX.

Insights are being ignored: Despite a surge in feedback from customers and insightful data, more than half of leaders (53%) admit their organizations fail to use it properly - often due to staffing shortfalls or training gaps. Meanwhile, 55% point to unclear CX metrics, and 43% feel their current CX investments aren't delivering returns.

Beyond the Illusion of Good Customer Experience

To lead in this next era, communications service providers (CSPs) must move beyond the illusion of good CX and confront reality head-on. The CX20 Global Report 2025 from Amdocs Studios introduces a powerful new measurement framework to identify and close 20 critical experience gaps - spanning everything from personalization and communication to service delivery and AI integration.

Insights include:

• Revealing the gaps that matter most, not just tracking what's easy to measure.

• Embracing CX as a long-term perspective, not a short-term initiative or the responsibility of any one business group.

• Diagnosing root causes before deploying solutions - building trust and resonance, not just more transactions.

Amdocs Studios is a holistic high-end digital services offering designed to empower service providers in the telecommunications industry and beyond to deliver innovative solutions quickly, and at scale. Tailoring and combining deep expertise across four key technology disciplines - experience and digital engineering; data and generative AI (GenAI), cloud, and quality engineering - the domain experts in Amdocs Studios ensure that each solution is customized to the customer's specific needs.

Amdocs will be demonstrating how to address CX challenges at TM Forum's Digital Transformation World Ignite in Copenhagen, June 17-19, 2025.

*Produced by Amdocs and fielded by RepData; surveyed 987 business leaders, 2004 consumers, 14 industries, 14 countries.

** $3.8 Trillion of Global Sales are at Risk Due to Bad Customer Experiences in 2025; Qualtrics, October 2024

Supporting Resources

• Learn more about Amdocs Studios

• Keep up with Amdocs news by visiting the company's website

• Follow us on X, Facebook, LinkedIn and YouTube

About Amdocs

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers' innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers' migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com

Amdocs' Forward-Looking Statement

This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs' growth and business results in future quarters and years. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general macroeconomic conditions, prevailing level of macroeconomic, business and operational uncertainty, including as a result of geopolitical events or other regional events or pandemics, changes to trade policies including tariffs and trade restrictions, as well as the current inflationary environment, and the effects of these conditions on the Company's customers' businesses and levels of business activity, including the effect of the current economic uncertainty and industry pressure on the spending decisions of the Company's customers. Amdocs' ability to grow in the business markets that it serves, Amdocs' ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company's products and services obsolete, security incidents, including breaches and cyberattacks to our systems and networks and those of our partners or customers, potential loss of a major customer, our ability to develop long-term relationships with our customers, our ability to successfully and effectively implement artificial intelligence and Generative AI in the Company's offerings and operations, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, Amdocs specifically disclaims any obligation to do so. These and other risks are discussed at greater length in Amdocs' filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2024, filed on December 17, 2024, and our Form 6-K furnished for the first quarter of fiscal 2025 on February 18, 2025, and for the second quarter of fiscal 2025 on May 19, 2025.

Media Contacts

Michael Zema
Amdocs Public Relations
Mzema@amdocs.com

SOURCE: Amdocs Management Limited

View the original press release on ACCESS Newswire

FAQ

What is the main finding of Amdocs' CX20 Global Report 2025?

The report reveals a major disconnect where 80% of business leaders believe they're meeting customer expectations, while only 24% of consumers agree, highlighting a significant CX perception gap.

How much revenue is at risk due to poor customer experience in 2025?

According to the study, $3.8 trillion in global sales are at risk in 2025 due to poor customer experience.

What percentage of customers will stop doing business after poor experiences with DOX?

54% of customers will stop working with a company after just four poor experiences.

How many business leaders and consumers were surveyed in the Amdocs CX study?

The study surveyed 987 business leaders and 2,004 consumers across 14 industries and 14 countries.

What percentage of customers would pay more for better customer experience?

67% of customers are willing to spend more with companies that deliver strong customer experience.