Unveiling Key Trends & Insights Shaping CXM for January 2025.
January 2025 set the stage for evolving customer expectations, digital transformation, and innovative engagement strategies across industries. This report explores the CXM trends, performance benchmarks, and impactful events that shaped customer experiences last month. These insights are invaluable in understanding what’s in store for the month of February.
These reports are written based on internal research using the Konnect Insights platform. Various industries will be researched for key CXM metrics like Follower Growth, Engagement Rate, Post Frequency(per day), Average FRT, Average Resolution Time, NPS Score, Average Daily Tickets, etc to understand the trends in those specific industries and predict future trends. Feel free to scroll to your desired industry using the scroller on the right-hand side of the page.
Automobile Industry Monthly CXM Report: February 2025
February 2025 saw a Follower Growth of 2.43% in the Automobile industry, signaling a solid increase in digital community size. The Engagement Rate of 5.32% indicates a healthy level of customer interaction with the content being posted by automotive brands. Brands maintained an average of 4.48 posts per day, ensuring consistent visibility across digital platforms.
The Net Promoter Score (NPS) was recorded at 30.32, reflecting a moderate level of customer satisfaction. While this is a positive score, there is room for improvement in customer loyalty and turning satisfied customers into strong advocates.
The First Response Time (FRT) of 2 hours 14 minutes suggests that brands are responding fairly quickly to customer inquiries. The Resolution Time of 1 day, 15 minutes indicates that while most issues are resolved promptly, there may be opportunities for faster resolutions in certain cases.
An average of 349 daily tickets suggests that the volume of customer service requests remains high, reflecting consistent demand for support.
- Response times are relatively fast, but further streamlining resolution processes could help improve customer satisfaction.
- Automation and AI-driven solutions should be explored to handle the high ticket volume efficiently, reducing the time spent on issue resolution.
Key Insights & Strategic Takeaways
- Moderate Customer Loyalty: The NPS of 30.32 suggests that while customer satisfaction is solid, there is potential for improvement in building deeper loyalty. Brands can leverage personalized experiences and proactive engagement to further strengthen customer relationships.
- Effective Engagement: The 5.32% engagement rate indicates that automotive brands are successful in keeping their customers engaged, but continued focus on interactive content and targeted campaigns will help maintain and grow this engagement.
- Response Efficiency: The FRT of 2 hours 14 minutes is relatively swift, but resolution times could be optimized further by adopting AI and automation in customer support channels.
CX Insights from Industry Trends
Emerging Interest in Electric Vehicles (EVs)
There is a growing interest in electric vehicles (EVs), with consumers increasingly engaging in conversations about their benefits, costs, and infrastructure. Automotive brands should take advantage of this trend by offering more educational content about EVs, sustainability efforts, and incentives available for electric vehicle purchases.
Advancements in In-Car Technology
With technological advancements in the automotive industry, especially regarding in-car entertainment, AI-assisted driving, and connected car technologies, brands should continue showcasing the latest features through interactive content like virtual car tours, demo videos, and live Q&A sessions.
CXM Priorities for March 2025
- Optimize Response & Resolution Times: While the FRT is efficient, the resolution time of 1 day, 15 minutes can be improved by incorporating AI-powered chatbots and automated workflows to streamline issue resolution.
- Personalize Customer Interactions: Leverage customer data to deliver tailored content, offers, and recommendations, enhancing the overall experience and boosting customer loyalty.
- Enhance Digital Engagement: Increase interactive content such as live product demos, influencer collaborations, and customer testimonials to foster deeper engagement and brand affinity.
- Leverage Social Listening: Monitor social media conversations around automotive trends, particularly EV adoption and smart car technologies, to proactively address customer concerns and stay ahead of industry trends.
Fast-Moving Consumer Goods (FMCG) Beverage Industry Monthly CXM Report: February 2025
In February 2025, the FMCG Beverage industry saw a Follower Growth of 1.68%, indicating a steady increase in the brand’s digital community. The Engagement Rate of 7.85% reflects a strong level of customer interaction, demonstrating that consumers are highly engaged with content across platforms. Brands posted an average of 4.27 times per day, ensuring ongoing visibility and engagement.
The Net Promoter Score (NPS) was recorded at 45.8, signaling a solid level of customer satisfaction and advocacy. This NPS indicates that a majority of customers are satisfied with their experiences, though there is potential to further boost customer loyalty through targeted engagement and issue resolution.
The First Response Time (FRT) of 12 hours 13 minutes suggests a moderate response time. The Resolution Time of 17 hours 54 minutes indicates that while issues are addressed, there is an opportunity to reduce the time it takes to fully resolve customer concerns.
An average of 204 daily tickets shows a manageable volume of customer support requests but indicates ongoing customer queries related to product inquiries, delivery issues, and promotional questions.
- The NPS of 45.8 is a good indicator of customer loyalty, but reducing response and resolution times would further enhance the overall experience.
- Automation and AI-driven solutions can help speed up response times and optimize resolution processes, leading to faster issue resolution and improved customer satisfaction.
Key Insights & Strategic Takeaways
- Moderate Customer Loyalty: The NPS of 45.8 is positive but suggests that FMCG beverage brands could benefit from further improving customer satisfaction and turning more customers into brand advocates.
- Engagement: With a 7.85% engagement rate, the industry is performing well in terms of customer interaction. Continuing to post relevant and engaging content will help maintain this strong interaction rate.
- Response Efficiency: The FRT of 12 hours 13 minutes is relatively slow, and the resolution time of 17 hours 54 minutes suggests a need for improved service efficiency. Investing in automated systems and AI-powered chatbots can help resolve issues more quickly.
CX Insights from Industry Trends
Health-Conscious Consumer Shift
As health-consciousness continues to influence consumer choices, FMCG beverage brands can focus on offering more healthier alternatives and transparent ingredient lists to cater to this shift. Engaging content that educates consumers about the benefits of healthier options can boost brand loyalty.
Sustainability Trends
Consumers are becoming increasingly interested in the sustainability practices of the brands they support. FMCG beverage brands should spotlight eco-friendly packaging, sustainable sourcing, and environmentally conscious production processes in their marketing efforts.
CXM Priorities for March 2025
- Speed Up Response & Resolution Times: With response times of 12 hours 13 minutes and resolution times of nearly 18 hours, there is a clear opportunity to enhance efficiency. AI-driven chatbots and automated ticketing systems can improve response time and streamline resolution processes.
- Enhance Personalized Engagement: FMCG beverage brands should focus on personalizing customer interactions, such as offering customized promotions, loyalty rewards, and personalized recommendations based on customer data.
- Leverage Social Listening: Implement social listening tools to monitor conversations around product preferences, customer feedback, and emerging trends in health and sustainability. This will allow brands to engage proactively and address concerns before they escalate.
- Boost Health and Sustainability Messaging: Consumers are increasingly prioritizing health-conscious products and sustainable practices. Brands should continue to highlight their efforts in these areas through targeted campaigns, educational content, and transparency in sourcing and packaging.
Airlines Industry Monthly CXM Report: February 2025
In February 2025, the Airlines industry saw a Follower Growth of 1.32%, signaling steady expansion of their digital presence. The Engagement Rate was 11.52%, reflecting strong customer interaction with content across social platforms. Brands maintained an average of 2.85 posts per day, ensuring consistent visibility and keeping the audience engaged.
The Net Promoter Score (NPS) was recorded at -9.15, indicating that customer sentiment is slightly negative. While airlines have a significant number of satisfied customers, there are also areas where service improvements are needed to turn more customers into advocates.
The First Response Time (FRT) of 17 minutes is highly efficient, suggesting that airlines are quick in acknowledging customer inquiries. However, the Resolution Time of 3 hours 22 minutes indicates that, while issues are resolved within a reasonable time, there is an opportunity to streamline the process for faster resolutions.
An average of 284 daily tickets reflects a high volume of customer service requests, which could be related to flight delays, booking inquiries, and customer service during travel disruptions.
- Response times are impressive, but resolution times can be further optimized. AI-powered chatbots and self-service portals can enhance service efficiency, particularly during peak travel periods.
- Addressing the negative NPS should be a priority by improving service quality and addressing key pain points.
Key Insights & Strategic Takeaways
- Low Customer Loyalty: The NPS of -9.15 indicates that there is significant room for improvement in customer satisfaction. Airlines should focus on improving service consistency and ensuring that customer concerns are addressed promptly.
- Effective Engagement: With an engagement rate of 11.52%, airlines are successfully interacting with their audience. Continued content personalization and interactive campaigns can help maintain and even improve this rate.
- Efficient Response Times: The FRT of 17 minutes is impressive, but airlines should aim to further streamline resolution times. By implementing AI tools and automating customer support processes, airlines can improve the overall service experience.
CX Insights from Industry Trends
Customer Experience During Travel Disruptions
The Airlines industry often faces travel disruptions due to weather, technical issues, or staffing shortages. Proactive customer service during these situations, such as offering real-time updates, automated rebooking options, and personalized communication, can significantly improve customer satisfaction and mitigate negative sentiment.
Increasing Demand for Loyalty Programs
As competition in the airline industry intensifies, personalized loyalty programs have become crucial for retaining customers. Offering tiered rewards, exclusive perks, and flexible booking options could improve customer loyalty and increase satisfaction.
CXM Priorities for March 2025
- Enhance Resolution Efficiency: While the response time is excellent, resolution time can be improved. Implementing automated solutions and integrating AI-driven ticketing systems will help address customer queries faster and more efficiently.
- Improve Customer Loyalty: With a negative NPS, airlines should focus on improving service quality. Offering personalized experiences, loyalty rewards, and flexible travel options will help improve customer satisfaction and increase positive sentiment.
- Leverage Social Listening: Use social listening tools to monitor customer sentiment and trends. This will help airlines stay ahead of customer concerns, particularly during times of disruption, and allow for proactive engagement.
Refine Crisis Management: Given the volume of customer tickets, airlines should strengthen their crisis management strategies. Implement real-time communication tools, automated rebooking systems, and personalized assistance during delays or cancellations to improve the customer experience during disruptions.
EdTech Industry Monthly CXM Report: February 2025
February 2025 saw remarkable engagement in the EdTech industry, with a Follower Growth of 3.29%, signaling a steady expansion in digital communities. The Engagement Rate was an outstanding 356%, indicating extremely high interaction levels with the content. This suggests that the EdTech sector is effectively capturing the attention of its audience, likely through compelling and valuable educational content. Brands maintained an average of 1.91 posts per day, ensuring a consistent digital presence and keeping customers engaged with regular updates.
The Net Promoter Score (NPS) was 54.49, reflecting a solid level of customer satisfaction and loyalty. This indicates that customers are generally satisfied with the platform’s offerings, although there is room for improvement to elevate the score further.
However, despite the high engagement rate, the First Response Time (FRT) of 6 hours 25 minutes and Resolution Time of 10 hours 28 minutes suggest areas for improvement in the support process. These times indicate that while responses are slower compared to some other industries, resolutions could be made faster to ensure a seamless experience for users.
The industry handled 81 daily tickets on average, indicating moderate demand for support, likely related to course access, technical issues, and account-related queries.
- The high engagement rate and solid NPS suggest that the EdTech industry is performing well in terms of customer satisfaction and content relevance. However, improving response times and resolution times will further enhance the overall customer experience.
- AI-powered tools and self-service options could help streamline customer support and improve response efficiency.
Key Insights & Strategic Takeaways
- Strong Customer Loyalty: The NPS of 54.49 indicates a loyal customer base, but there is room to enhance loyalty further by offering faster support and more personalized experiences.
- Outstanding Engagement: The 356% engagement rate shows exceptional customer interaction, which should be leveraged by continuing to post educational, interactive, and relevant content.
- Room for Improvement in Response Times: With an FRT of 6 hours 25 minutes and resolution times of over 10 hours, the industry could benefit from optimizing customer support processes, particularly through automated solutions and predictive support models.
CX Insights from Industry Trends
Rise of Personalized Learning Tools
As personalization continues to play a major role in education, AI-driven tutoring tools and adaptive learning platforms are seeing increased demand. EdTech brands should focus on promoting these personalized learning experiences, which provide tailored recommendations and help students progress at their own pace.
Focus on Mobile Learning and Accessibility
With the growing demand for mobile learning solutions, EdTech brands should prioritize developing seamless mobile apps and cross-platform functionality to cater to the increasing number of users accessing educational resources on the go.
CXM Priorities for March 2025
- Improve Response & Resolution Times: The FRT and resolution time can be improved by implementing AI-driven chatbots, automated ticketing systems, and self-service portals to handle frequently asked questions and common technical issues.
- Leverage Personalized Content: With such a high engagement rate, brands should continue to tailor content, offers, and learning paths based on customer behavior and preferences to drive deeper engagement and customer retention.
- Invest in Community Engagement: Encourage further interaction by hosting live webinars, Q&A sessions, and discussion forums where users can interact directly with instructors or industry experts.
- Enhance User Education: Continue to educate users about platform features, new courses, and relevant content through tutorials, email campaigns, and video guides. This will help boost both engagement and overall satisfaction.
Quick Service Restaurant (QSR) Industry Monthly CXM Report: January 2025
The QSR industry experienced a strong start to 2025, with heightened digital engagement and shifting consumer preferences shaping brand interactions. Speed, convenience, and seamless customer service remain top priorities for QSR brands, while personalization and sustainability efforts are becoming key differentiators. This report explores key CXM trends, industry benchmarks, and actionable insights to improve customer engagement in QSRs.
Customer Engagement & Sentiment Trends
January 2025 recorded a 9.53% engagement rate, reflecting significant consumer interaction with QSR brands, particularly around limited-time menu items, loyalty programs, and promotional campaigns. Brands maintained an active presence with an average of 3.13 posts per day, ensuring high visibility across digital platforms. Meanwhile, 1.87% follower growth highlighted steady audience expansion and growing brand affinity.
However, response efficiency remains a challenge. The average First Response Time (FRT) was 9 hours 2 minutes, demonstrating a need for faster acknowledgment of customer queries. The average resolution time of 1 day 1 hour 36 minutes suggests that addressing complaints—such as order errors, delivery delays, and refund requests—requires optimization.
QSR brands should enhance automated support solutions, including AI-driven chatbots, to provide quicker responses to customer inquiries. Proactive order tracking and real-time customer notifications can help mitigate dissatisfaction and reduce resolution time.
Customer Satisfaction & Loyalty Metrics
The industry’s Net Promoter Score (NPS) was 40.1, showcasing strong brand advocacy but also indicating areas for service refinement. Key sentiment trends included:
- Positive responses to limited-time promotions – Exclusive deals and seasonal menu offerings drove high engagement and repeat purchases.
- Concerns over delivery speed and accuracy – Consumers expressed frustration with incorrect orders and longer-than-expected wait times.
- Demand for improved loyalty programs – Customers seek more personalized rewards and flexible redemption options.
The industry handled an average of 192 customer tickets per day, reflecting steady service inquiries, primarily revolving around refunds, delivery updates, and menu availability.
- QSR brands should refine their loyalty strategies by introducing personalized offers and real-time tracking of rewards.
- Streamlining the order fulfillment process through improved backend integration with delivery partners can enhance customer satisfaction and ensure accurate, timely orders.
CX Impact of Major January 2025 Trends
Rise of Customization & Digital Ordering
Online and app-based ordering saw an increase, driven by customers seeking greater customization options for their meals.
To cater to this demand, QSR brands should implement AI-driven order customization tools that allow users to personalize ingredients and portion sizes. Additionally, offering digital-exclusive deals can encourage app engagement and streamline the ordering process, improving customer convenience.
Sustainability & Packaging Expectations
Discussions around eco-friendly packaging surged, with a significant increase in consumer conversations on social media regarding QSR sustainability initiatives.
To address this shift, brands should clearly communicate their sustainability commitments through digital channels and in-store materials. Introducing incentives for customers using reusable packaging or participating in recycling programs could also contribute to a more eco-conscious brand image.
CXM Priorities for February 2025
- Reduce Response & Resolution Time – Implement AI-powered automation for faster complaint resolution and proactive customer support, improving overall customer satisfaction.
- Enhance Personalized Marketing – Utilize consumer data to deliver targeted promotions and custom meal recommendations based on individual preferences, increasing engagement and loyalty.
- Optimize Digital Experience – Improve app navigation, ordering interfaces, and real-time tracking for better customer convenience and a seamless ordering experience.
- Expand Loyalty & Rewards Programs – Introduce gamification elements to encourage frequent engagement and brand affinity, enhancing the value of loyalty programs.
BFSI Industry Monthly CXM Report: February 2025
In February 2025, the BFSI (Banking, Financial Services, and Insurance) industry experienced a Follower Growth of 2.08%, signaling a steady increase in the digital customer base. The Engagement Rate was recorded at 5.62%, indicating moderate customer interaction with the content being shared by BFSI brands. Brands posted an average of 5.57 times per day, ensuring consistent content visibility and engagement.
The Net Promoter Score (NPS) was -6.78, reflecting a slightly negative customer sentiment. While some customers are satisfied with the services, a significant portion is not fully engaged, suggesting areas for improvement in customer satisfaction and loyalty.
The First Response Time (FRT) of 3 hours 59 minutes suggests that BFSI brands are responding reasonably quickly, but there is still room for improvement. The Resolution Time of 1 day, 17 minutes indicates that while issues are being resolved, the process could be faster to enhance customer experience.
An average of 288 daily tickets reflects a high demand for customer support, likely due to service-related inquiries, account issues, and transaction concerns.
- The moderate NPS suggests that there is an opportunity to improve customer satisfaction. Faster response and resolution times, combined with more personalized interactions, could help improve loyalty.
- Automation and AI-based tools could help streamline customer service operations and enhance both response and resolution times.
Key Insights & Strategic Takeaways
- Room for Improvement in Customer Satisfaction: The NPS of -6.78 signals that customer loyalty is an area that needs attention. To improve satisfaction, BFSI brands should focus on better personalized experiences and service consistency.
- Moderate Engagement: The 5.62% engagement rate is solid but can be further enhanced by incorporating targeted campaigns and interactive content to drive higher customer interaction.
- Faster Resolution Times: With response times of 3 hours 59 minutes and resolution times of 1 day, 17 minutes, BFSI brands should prioritize reducing delays. Automation in the support process and the integration of AI-powered chatbots could expedite issue resolution.
CX Insights from Industry Trends
Increased Focus on Digital-First Banking
As more consumers shift toward digital-first banking, BFSI brands should focus on offering seamless online services. This includes simplifying account management, loan applications, and digital payments, ensuring a smooth, user-friendly experience that meets modern customer expectations.
Cybersecurity and Fraud Prevention
With growing concerns over cybersecurity and fraud prevention, BFSI brands should focus on educating customers about security protocols, account protection measures, and how to identify phishing attempts. Clear communication and proactive customer education can build trust and improve overall satisfaction.
CXM Priorities for March 2025
- Improve Response & Resolution Times: With response times of 3 hours 59 minutes and resolution times of over 1 day, BFSI brands should optimize customer service processes using AI-driven support and automated ticketing systems to reduce delays.
- Enhance Personalized Customer Interactions: Use customer data to create personalized offers, provide tailored financial advice, and suggest products based on individual needs and behaviors. This will help improve loyalty and satisfaction.
- Leverage Social Listening: Implement social listening tools to monitor customer sentiment, identify emerging trends, and proactively address concerns related to digital banking services, loan processing, and fraud prevention.
- Strengthen Customer Trust in Security: Given the growing concerns about cybersecurity, BFSI brands should focus on educating their customers about security measures and offering tools that help customers protect their accounts, building stronger relationships and trust.
Apparel Industry Monthly CXM Report: February 2025
In February 2025, the Apparel industry experienced a Follower Growth of 0.2%, indicating slow but steady growth in the digital community. The Engagement Rate of 1.07% suggests moderate interaction with the content being shared, though there is room to increase customer interaction. Brands maintained an average of 1.19 posts per day, ensuring consistent visibility and interaction with their audience.
The Net Promoter Score (NPS) was recorded at 70.19, reflecting a high level of customer satisfaction and loyalty. This score indicates that a large portion of customers are happy with the brand and are likely to recommend it to others.
The First Response Time (FRT) of 6 hours 36 minutes suggests that while responses are somewhat slow, they are within an acceptable timeframe. With an average of 40 daily tickets, the demand for support appears manageable.
- The NPS of 70.19 indicates strong customer loyalty, but there is room for improvement in customer engagement. Increasing the engagement rate and reducing response times can further enhance satisfaction.
- Automating support systems and personalizing responses could help brands manage customer queries more efficiently.
Key Insights & Strategic Takeaways
- Strong Customer Loyalty: The NPS of 70.19 is a great indicator of customer satisfaction. Brands in the apparel sector can leverage this by amplifying positive customer stories and reviews to build brand advocacy and attract new customers.
- Moderate Engagement: The 1.07% engagement rate suggests that there is potential to increase interaction. Brands should focus on creating interactive content, leveraging user-generated content, and using influencers to increase customer participation and visibility.
- Improvement in Response Times: With a FRT of 6 hours 36 minutes, apparel brands should explore tools such as AI-driven chatbots and self-service portals to reduce response times and enhance customer service efficiency.
CX Insights from Industry Trends
Sustainability in Apparel
Sustainability continues to be a growing trend in the apparel industry, with consumers seeking eco-friendly and ethically produced clothing. Brands should highlight their sustainable sourcing, recycling programs, and eco-conscious production methods to appeal to environmentally conscious customers.
Rise of E-commerce and Digital Shopping
With the shift towards digital shopping, apparel brands must ensure that their online shopping platforms are user-friendly, fast, and secure. Features such as virtual try-ons, personalized recommendations, and fast checkout processes can greatly enhance the customer experience.
CXM Priorities for March 2025
- Increase Engagement: Focus on creating more interactive content and influencer partnerships to boost the engagement rate. This can include interactive polls, customer reviews, and live-streamed events.
- Optimize Response Time: The FRT of 6 hours 36 minutes can be improved by integrating automated responses and AI-driven solutions to speed up responses and provide quick resolutions.
- Promote Sustainability: Emphasize sustainable products and eco-friendly practices in marketing campaigns to build stronger connections with environmentally conscious consumers.
- Enhance Digital Shopping Experience: Focus on improving the online shopping experience by offering personalized recommendations, fast shipping options, and virtual try-ons to increase customer satisfaction and engagement.
Consumer Packaged Goods (CPG) Industry Monthly CXM Report: February 2025
In February 2025, the CPG industry saw a Follower Growth of 1.1%, indicating steady, though slow, expansion of its digital community. The Engagement Rate was 4.29%, suggesting moderate interaction with the content shared by CPG brands. Brands maintained an average of 1.89 posts per day, ensuring consistent visibility and interaction with their audience.
The Net Promoter Score (NPS) was 45.04, reflecting a solid level of customer satisfaction and loyalty. While the score is positive, it indicates that there is still room to enhance customer experiences to drive greater loyalty and advocacy.
The First Response Time (FRT) of 15 hours 16 minutes suggests that there is a delay in addressing customer queries. Similarly, the Resolution Time of 23 hours 15 minutes indicates that it takes a significant amount of time to resolve issues. Reducing these times could lead to improved customer satisfaction.
An average of 42 daily tickets shows that the support volume is manageable but highlights a consistent need for customer service, likely related to product inquiries, delivery concerns, and post-purchase support.
- While the NPS of 45.04 is positive, response and resolution times need improvement to elevate customer satisfaction further. AI-driven solutions and automated workflows could reduce delays and improve the efficiency of customer support.
- Personalized customer service can enhance customer loyalty and turn satisfied customers into brand advocates.
Key Insights & Strategic Takeaways
- Solid Customer Loyalty: The NPS of 45.04 suggests that CPG brands have a solid, loyal customer base. Brands should focus on enhancing customer engagement through personalized experiences and targeted campaigns to further boost loyalty.
- Moderate Engagement: The 4.29% engagement rate is a good starting point but could be increased with more interactive content and user-generated content to foster deeper connections with consumers.
- Slow Response & Resolution Times: The FRT of 15 hours 16 minutes and resolution time of 23 hours 15 minutes indicate areas for improvement in efficiency. Brands should consider investing in AI-powered chatbots, self-service portals, and automated systems to reduce response times and resolve customer issues faster.
CX Insights from Industry Trends
Health-Conscious Products & Transparency
As consumers become more health-conscious, there is an increasing demand for clean-label products and ingredient transparency. CPG brands should focus on promoting healthier product alternatives and provide clear, transparent information on ingredient sourcing to build trust with consumers.
Sustainability Efforts in CPG
Sustainability continues to be a significant consideration for consumers. CPG brands should highlight their eco-friendly practices, such as recyclable packaging, sustainable sourcing, and efforts to reduce carbon footprints. Clear communication about these efforts will resonate with environmentally conscious consumers.
CXM Priorities for March 2025
- Speed Up Response & Resolution Times: The FRT of 15 hours 16 minutes and resolution times of over 23 hours can be improved. AI-driven tools and automated ticketing systems should be implemented to reduce delays and increase operational efficiency.
- Enhance Engagement: With a 4.29% engagement rate, CPG brands should focus on creating more interactive content, including polls, customer reviews, and live Q&A sessions to boost customer interaction and expand their digital presence.
- Leverage Personalization: Use customer data to provide personalized offers and tailored recommendations. This will not only improve engagement but also foster greater customer loyalty and advocacy.
- Promote Sustainability: As consumers increasingly seek sustainable products, CPG brands should continue to emphasize their eco-friendly initiatives and sustainable practices through marketing campaigns and transparency on packaging and sourcing.
Real Estate Industry Monthly CXM Report: February 2025
In February 2025, the Real Estate industry saw a Follower Growth of 1.57%, reflecting steady growth in the digital community. The Engagement Rate was 1.28%, indicating a moderate level of customer interaction with the content posted by real estate brands. Brands maintained an average of 1.94 posts per day, ensuring a consistent presence across platforms.
The Net Promoter Score (NPS) was recorded at 25.88, indicating a neutral to slightly positive customer sentiment. This suggests that while many customers are satisfied, there is an opportunity to enhance the customer experience further to drive stronger loyalty and advocacy.
The First Response Time (FRT) of 6 hours 32 minutes indicates that there is room for improvement in terms of providing quicker responses to customer inquiries. The Resolution Time of 19 hours 6 minutes further suggests that while issues are being addressed, there are opportunities to improve the speed and efficiency of issue resolution.
An average of 44 daily tickets shows that the support demand is manageable but still requires attention, likely related to property inquiries, booking concerns, or post-purchase support.
- NPS of 25.88 indicates the potential for increased loyalty by enhancing service delivery and response times.
- Response times of over 6 hours and resolution times of 19 hours highlight areas for improvement in customer service processes. Automation tools and AI-driven solutions could improve speed and efficiency.
Key Insights & Strategic Takeaways
- Room for Improvement in Customer Loyalty: The NPS of 25.88 suggests a need for further improvements in customer satisfaction. Real estate brands should focus on personalizing customer interactions, offering more seamless services, and building stronger post-sale relationships to increase advocacy.
- Moderate Engagement: The 1.28% engagement rate is relatively low for the real estate sector, indicating an opportunity to increase customer interaction. Brands should invest in interactive content, client success stories, and virtual property tours to boost engagement.
- Improving Response & Resolution Efficiency: The FRT of 6 hours 32 minutes and resolution time of 19 hours 6 minutes suggest that quicker responses and faster resolutions can improve the overall customer experience. Integrating AI chatbots, automated workflows, and self-service tools can reduce response times and improve service efficiency.
CX Insights from Industry Trends
Digital Transformation in Real Estate
The real estate industry is increasingly turning to digital platforms for property searches, virtual tours, and client interactions. Brands should continue to enhance online property listings, virtual consultations, and interactive tools to meet the expectations of tech-savvy consumers.
Personalization of Services
Customers now expect personalized experiences in the real estate sector. By using data-driven insights, brands can offer tailored property recommendations and more relevant communication to meet individual client needs.
CXM Priorities for March 2025
- Improve Response & Resolution Times: With FRT of 6 hours 32 minutes and resolution times of 19 hours 6 minutes, brands should invest in AI-driven chatbots and self-service portals to speed up customer query handling and issue resolution.
- Increase Engagement: To enhance the engagement rate of 1.28%, real estate brands should focus on creating more interactive content such as virtual property tours, client testimonials, and social media polls to foster greater customer interaction.
- Leverage Data for Personalization: Use customer data to provide tailored property recommendations, personalized follow-ups, and exclusive offers to improve the customer experience and increase satisfaction.
- Enhance Digital Experiences: Focus on improving website navigation, mobile app functionalities, and virtual property viewings to provide a seamless digital experience for prospective buyers and clients.
Hospitality Industry Monthly CXM Report: February 2025
In February 2025, the Hospitality industry saw a Follower Growth of 1.01%, reflecting a moderate increase in its digital community. The Engagement Rate was 7.4%, showing a relatively high level of customer interaction with the content shared by hospitality brands. Brands maintained an average of 1.85 posts per day, ensuring regular visibility and maintaining engagement with their audience.
The Net Promoter Score (NPS) was recorded at -4.99, signaling slightly negative customer sentiment. While some customers are satisfied, many appear to be dissatisfied, indicating that there is a significant opportunity for improvement in customer satisfaction and loyalty.
The First Response Time (FRT) of 5 hours 5 minutes suggests that while responses are not immediately delivered, they fall within an acceptable range. However, the Resolution Time of 9 hours 14 minutes indicates that resolving customer issues could be expedited.
An average of 120 daily tickets shows that the demand for customer service is moderate, with a potential increase in inquiries related to bookings, service quality, and customer feedback.
- The negative NPS highlights the need for urgent improvements in the overall customer experience. Faster response and resolution times can contribute to better customer satisfaction and improve the NPS.
- Automated tools and proactive customer engagement strategies could help improve response efficiency and enhance customer experience.
Key Insights & Strategic Takeaways
- Customer Sentiment Improvement: The NPS of -4.99 reflects a need for improvement in customer satisfaction. By addressing pain points more efficiently and personalizing service interactions, brands can work toward improving their customer sentiment.
- Moderate Engagement: The 7.4% engagement rate is strong for the industry but could be further enhanced by focusing on interactive content and influencer partnerships. Engaging consumers with exclusive offers, loyalty rewards, and promotions could improve brand interaction.
- Resolution Efficiency: With an FRT of 5 hours 5 minutes and a resolution time of 9 hours 14 minutes, hospitality brands can benefit from improved operational processes. Implementing AI-driven chatbots and automated service solutions would reduce delays and improve overall service efficiency.
CX Insights from Industry Trends
Personalized Guest Experiences
As customer expectations for personalized experiences continue to rise, hospitality brands should prioritize offering tailored experiences, such as customized booking options, personalized promotions, and location-based services. These efforts can significantly enhance customer satisfaction.
Focus on Loyalty Programs
Hospitality brands should invest in loyalty programs that reward repeat customers with exclusive benefits, discounts, and special offers. Enhancing these programs with personalized rewards can further improve customer retention and satisfaction.
CXM Priorities for March 2025
- Improve Response & Resolution Times: With an FRT of 5 hours 5 minutes and resolution times of 9 hours 14 minutes, brands should focus on incorporating AI-based solutions to enhance response time and resolve customer issues more efficiently.
- Enhance Personalized Engagement: By leveraging customer data, hospitality brands can deliver personalized offers, tailored promotions, and customized experiences, helping to build deeper relationships with customers.
- Leverage Social Listening: Implement social listening tools to monitor real-time customer feedback and proactively address concerns before they escalate, ensuring that brand sentiment improves.
- Refine Loyalty Programs: Focus on building personalized loyalty programs that reward customers with tailored experiences, encouraging repeat visits and enhancing overall satisfaction.
Telecommunications (Telecom) Industry Monthly CXM Report: February 2025
Customer Engagement & Sentiment Trends
In February 2025, the Telecom industry experienced a Follower Growth of 1.86%, indicating steady growth in its digital community. The Engagement Rate was 22.28%, which is exceptionally high, suggesting that telecom brands are generating strong customer interactions with their content. Brands maintained an average of 3.51 posts per day, ensuring a consistent presence and frequent engagement with their audience.
The Net Promoter Score (NPS) was 40.86, signaling a solid level of customer satisfaction and loyalty. While the score is positive, there is still room for improvement in order to increase customer advocacy and turn more customers into brand promoters.
The First Response Time (FRT) of 2 hours 47 minutes is relatively efficient, but there is potential to respond more quickly. The Resolution Time of 10 hours 38 minutes suggests that while issues are resolved, it takes considerable time, particularly for more complex or technical queries.
An average of 178 daily tickets indicates a moderate volume of customer service requests, likely related to technical issues, billing concerns, and service inquiries.
- The high engagement rate and positive NPS suggest that telecom brands are doing well in maintaining customer satisfaction. However, the long resolution time indicates the need for process optimization to improve service delivery and ensure faster issue resolution.
- Automation tools and AI-driven support solutions can help improve response efficiency and reduce resolution times.
Key Insights & Strategic Takeaways
- Strong Customer Satisfaction: The NPS of 40.86 is a positive indicator of customer loyalty, though there is still room for improvement. Telecom brands should focus on faster service resolutions and personalized experiences to boost satisfaction further.
- High Engagement: The 22.28% engagement rate reflects strong customer interaction, suggesting that content is resonating well with the audience. Brands should continue to leverage interactive content, exclusive promotions, and live events to further enhance engagement.
- Slow Resolution Times: While the FRT of 2 hours 47 minutes is reasonable, resolution times of 10 hours 38 minutes highlight the need for faster resolution, particularly for complex issues. Implementing AI-powered chatbots and automated ticketing systems could reduce the resolution time and help brands resolve issues more swiftly.
CX Insights from Industry Trends
Shift to Digital-First Customer Service
As customer expectations evolve, telecom brands are increasingly focusing on digital-first customer service. Offering real-time support through live chat, automated self-service portals, and mobile applications can greatly enhance customer satisfaction by resolving issues more quickly and efficiently.
Demand for Personalized Services
Consumers are expecting more personalized telecom services, including tailored pricing plans, customized bundles, and personalized customer support. By leveraging customer data, brands can create personalized offers and improve overall service satisfaction.
CXM Priorities for March 2025
- Reduce Resolution Times: With resolution times of 10 hours 38 minutes, telecom brands should focus on enhancing their service delivery by incorporating automated workflows, AI-driven ticketing systems, and self-service solutions to expedite issue resolution.
- Enhance Personalized Engagement: Given the high engagement rate, brands should focus on personalizing interactions by offering customized plans and loyalty rewards based on customer preferences and usage history.
- Leverage Automation for Faster Support: Implement AI-powered chatbots and predictive analytics to provide quicker responses and anticipate customer needs, especially during peak demand periods.
- Strengthen Customer Education: Provide self-help resources, tutorials, and knowledge bases to empower customers to resolve simple issues on their own, freeing up support teams for more complex queries.
Electronics Industry Monthly CXM Report: February 2025
In February 2025, the Electronics industry experienced a Follower Growth of 0.85%, reflecting a steady but modest increase in its digital audience. The Engagement Rate was 1.57%, which indicates moderate interaction with the content shared by electronics brands. Brands maintained an average of 2.38 posts per day, ensuring a consistent presence on digital platforms.
The Net Promoter Score (NPS) was recorded at 0.17, reflecting a neutral sentiment among customers. While some customers are satisfied with the products and services, many are not fully engaged, suggesting that the brand could improve in building stronger customer loyalty and satisfaction.
The First Response Time (FRT) of 17 hours 2 minutes indicates a delay in addressing customer inquiries. Similarly, the Resolution Time of 1 day, 12 hours, 22 minutes suggests that while issues are being resolved, there is a significant opportunity to reduce the time it takes to provide solutions.
An average of 161 daily tickets reflects a moderate volume of customer service requests, indicating that the support demand is manageable but requires ongoing attention.
- The neutral NPS and moderate response times suggest that there is room for improvement in customer satisfaction. Faster response and resolution times will help increase loyalty and improve the overall customer experience.
- Implementing AI-powered support tools and automated ticketing systems could help streamline customer service and reduce delays.
Key Insights & Strategic Takeaways
- Neutral Customer Sentiment: The NPS of 0.17 suggests that customers are neither highly satisfied nor dissatisfied. To improve this, electronics brands should focus on enhancing the product experience, streamlining customer support, and offering more personalized service to drive positive sentiment.
- Moderate Engagement: The 1.57% engagement rate is a bit low compared to other industries, suggesting that electronics brands can benefit from creating more interactive content and running engagement-driven campaigns to boost customer participation.
- Slow Response & Resolution Times: With a FRT of 17 hours 2 minutes and resolution times of over 1 day and 12 hours, there is significant room for improvement. Brands should explore AI-driven chatbots, automated customer service solutions, and faster ticket escalation to enhance response and resolution efficiency.
CX Insights from Industry Trends
Rising Demand for Smart Devices & IoT Integration
The rise of smart devices and IoT-enabled electronics is driving greater consumer interest in connected technology. Electronics brands should focus on highlighting the innovative features and usability of these products in their customer engagement efforts. Offering interactive demos, video tutorials, and user-generated content will help brands connect with tech-savvy customers.
Emphasis on Customer Support for Complex Products
As electronic products become more sophisticated, customers will need more technical support, particularly with smart devices. Brands should offer comprehensive FAQs, interactive troubleshooting guides, and live chat support to assist customers in real-time.
CXM Priorities for March 2025
- Improve Response & Resolution Times: With response times of 17 hours 2 minutes and resolution times of over 1 day, brands need to invest in automated solutions, such as AI-powered chatbots and self-service tools, to reduce delays and increase efficiency.
- Increase Engagement: To enhance the 1.57% engagement rate, brands should create interactive content such as live product demos, user polls, and customer feedback surveys to foster a stronger connection with their audience.
- Leverage Data for Personalization: Use customer data to offer personalized product recommendations, exclusive promotions, and tailored customer service, helping to increase loyalty and drive positive sentiment.
- Enhance Customer Education: As electronics products become more complex, providing educational content like how-to videos, troubleshooting guides, and live Q&A sessions will help customers feel more confident and satisfied with their purchases.
Gaming Industry Monthly CXM Report: February 2025
February 2025 saw exceptional engagement within the Gaming industry, with an impressive Follower Growth of 0.33% and an outstanding Engagement Rate of 115.02%. This high engagement indicates that the gaming community is deeply connected with the content, with players actively participating in discussions, feedback, and social interactions related to the games. Brands posted an average of 1.22 posts per day, ensuring regular visibility and maintaining the momentum of audience engagement.
The Net Promoter Score (NPS) was 60.08, reflecting strong customer satisfaction and loyalty. This high NPS suggests that a significant portion of gamers are not only satisfied but are likely to recommend the brand to others, contributing to a strong and loyal fan base.
The First Response Time (FRT) of 1 hour 34 minutes indicates that gaming brands are highly responsive to customer queries, offering quick engagement. However, the Resolution Time of 8 hours 13 minutes suggests that while responses are quick, some issues still take longer to resolve, especially given the volume of customer tickets.
With an average of 2,739 daily tickets, the high demand for customer support shows that gamers often require assistance, likely due to technical issues, game-related inquiries, or account-related matters.
- Exceptional engagement and high NPS highlight a loyal customer base, but the relatively slower resolution time suggests the need for faster issue resolution. Leveraging AI-powered support tools and automation could improve response efficiency and reduce resolution delays.
- Proactive engagement and community-driven support could help manage the high ticket volume and maintain customer satisfaction.
Key Insights & Strategic Takeaways
- High Customer Loyalty: The NPS of 60.08 shows a high level of customer satisfaction and loyalty. To capitalize on this, gaming brands should foster community-driven engagement and continue to personalize experiences to deepen their relationship with players.
- Outstanding Engagement: The 115.02% engagement rate is extraordinary, indicating a highly active community. Brands should maintain this momentum by leveraging user-generated content, influencer collaborations, and live-streamed events to keep the community engaged.
- Improvement in Resolution Times: While the FRT of 1 hour 34 minutes is excellent, the 8 hours 13 minutes for resolution highlights room for improvement. AI-driven solutions and automated ticketing systems could streamline issue resolution, especially for high-volume support.
CX Insights from Industry Trends
Growing Demand for Real-Time Support
As gaming experiences become increasingly complex and immersive, players demand more real-time support. This includes addressing technical issues, account-related concerns, and in-game problems as quickly as possible. Gaming brands should invest in 24/7 live support and automated troubleshooting guides to meet these expectations.
Focus on Community Building and Player Feedback
The gaming industry thrives on community engagement, with players seeking opportunities to contribute feedback and be a part of the development process. Listening to community feedback, offering beta-testing opportunities, and incorporating suggestions into future updates will strengthen the relationship between brands and their loyal player base.
CXM Priorities for March 2025
- Optimize Resolution Times: While the FRT is fast, the resolution time of 8 hours 13 minutes could be improved. Brands should integrate AI chatbots, automated solutions, and self-service portals to quickly address common issues and speed up resolution.
- Enhance Engagement with Interactive Content: Given the high engagement rate, brands should continue creating interactive content, such as live-streamed events, gameplay tutorials, contests, and in-game challenges, to further boost player interaction.
- Leverage Social Listening: Implement social listening tools to stay ahead of player concerns, trends, and emerging gameplay issues. Proactively addressing player concerns before they escalate will enhance brand reputation and improve customer loyalty.
- Strengthen Community Support: With 2,739 daily tickets, the volume of support requests can be overwhelming. Brands should focus on community-driven support, such as forums and player-led troubleshooting, to alleviate pressure on support teams and enhance the overall experience.
Over-The-Top (OTT) Platform Industry Monthly CXM Report: February 2025
In February 2025, the OTT Platform industry experienced a Follower Growth of 1.08%, reflecting a modest but steady increase in the digital audience. The Engagement Rate was 1.69%, indicating a lower level of customer interaction with the content compared to other industries. Brands posted an average of 1.85 posts per day, ensuring a consistent presence but could benefit from more interactive and engaging content.
The Net Promoter Score (NPS) was recorded at -66.11, reflecting extremely low customer satisfaction. This negative score suggests that the OTT platform is struggling with customer dissatisfaction, likely due to service issues, content problems, or user experience concerns.
The First Response Time (FRT) of 13 minutes indicates that the OTT platforms are relatively quick in responding to customer inquiries. However, the Resolution Time of 2 hours 32 minutes suggests that while issues are acknowledged promptly, they are not being resolved as quickly as desired.
An average of 234 daily tickets reflects a substantial volume of customer service requests, indicating a high demand for support, likely due to technical issues, billing inquiries, or content-related concerns.
- The NPS of -66.11 is a major concern and highlights a need for significant improvements in customer satisfaction. Faster resolution times and a better user experience are crucial to addressing the dissatisfaction.
- Investing in AI-powered solutions and proactive customer engagement could help improve response and resolution times and reduce the volume of support requests.
Key Insights & Strategic Takeaways
- Extremely Low Customer Loyalty: The NPS of -66.11 is a serious indicator of dissatisfaction. Brands in the OTT platform space must urgently address customer complaints, such as poor content quality, frequent service disruptions, or billing issues, to improve loyalty and overall sentiment.
- Moderate Engagement: The 1.69% engagement rate is relatively low for an OTT platform. Brands should focus on creating more engaging, interactive, and shareable content that resonates with customers. For instance, behind-the-scenes content, exclusive previews, and interactive polls could increase engagement.
- Relatively Fast Response Time: The FRT of 13 minutes is impressive, but the resolution time of 2 hours 32 minutes is relatively long. Automated tools and AI chatbots could help speed up the resolution of common issues and ease the burden on customer service teams.
CX Insights from Industry Trends
Content Quality & Customer Satisfaction
OTT platforms often face customer complaints related to content availability, content quality, or service interruptions. Brands should focus on improving content variety, ensuring smooth streaming experiences, and addressing technical issues promptly. Ensuring high-quality customer support in dealing with technical issues will improve customer sentiment.
Personalized User Experiences
As customer expectations rise, personalized experiences become increasingly important. OTT platforms can leverage AI-driven recommendations to offer tailored content suggestions, improving the overall user experience and increasing customer retention.
CXM Priorities for March 2025
- Improve Customer Satisfaction & NPS: The NPS of -66.11 calls for an urgent overhaul of the customer experience. Focus on resolving frequent complaints, improving content offerings, and enhancing streaming quality. Proactively seek customer feedback to understand their pain points.
- Speed Up Resolution Times: Although response times are swift, resolution times of 2 hours 32 minutes need to be reduced. Implement automated solutions and self-service options to resolve common issues quickly, and prioritize service improvements.
- Increase Engagement: The 1.69% engagement rate can be improved by creating interactive content, user polls, exclusive offers, and community-driven campaigns to boost user participation and brand loyalty.
- Leverage Social Listening: Implement social listening tools to monitor conversations and gauge customer sentiment in real time. Use insights to proactively address emerging concerns, particularly around content or service disruptions, before they escalate.
Manufacturing Industry Monthly CXM Report: February 2025
Customer Engagement & Sentiment Trends
In February 2025, the Manufacturing industry experienced a Follower Growth of 1.53%, indicating a steady increase in its digital audience. The Engagement Rate was 6.86%, reflecting moderate but significant interaction with the content shared by manufacturing brands. Brands posted an average of 3.06 posts per day, ensuring consistent visibility and maintaining audience engagement.
The Net Promoter Score (NPS) was 63.04, signaling strong customer satisfaction and loyalty. This NPS indicates that a significant number of customers are satisfied with their experience and are likely to recommend the brand to others, helping to drive further loyalty.
The First Response Time (FRT) of 13 hours 16 minutes indicates that while responses are somewhat delayed, they are still within a reasonable timeframe. However, the Resolution Time of 1 day, 1 hour, 8 minutes suggests that there is room for improvement in addressing and resolving customer concerns more quickly.
An average of 65 daily tickets shows that the support demand is manageable, indicating that the customer service team is handling requests effectively but may need to enhance efficiency as engagement increases.
CX Takeaway:
- The NPS of 63.04 reflects a generally positive customer experience, but reducing response and resolution times could further improve satisfaction.
- AI-powered solutions and automation could help reduce delays and streamline customer support, improving overall service efficiency.
Key Insights & Strategic Takeaways
- Strong Customer Loyalty: The NPS of 63.04 suggests that manufacturing brands have a loyal customer base. By focusing on enhancing personalized experiences and streamlining customer service, brands can further improve customer satisfaction and increase brand advocacy.
- Moderate Engagement: The 6.86% engagement rate is solid, but there is potential for improvement. Brands should focus on increasing engagement by creating interactive content and leveraging targeted campaigns to drive deeper interactions.
- Response Efficiency: While the FRT of 13 hours 16 minutes is decent, it could be improved by integrating AI-driven support solutions such as chatbots or automated ticketing systems to ensure faster responses and resolution of issues.
CX Insights from Industry Trends
Digital Transformation in Manufacturing
As manufacturing companies continue to embrace digital transformation, customers are increasingly seeking real-time updates on orders, shipments, and product availability. Brands should focus on providing digital tools such as order tracking, online support, and automated notifications to meet modern customer expectations.
Sustainability and Transparency
With growing interest in sustainable practices, customers are increasingly considering the environmental impact of the products they purchase. Manufacturing brands can leverage their sustainability efforts by communicating eco-friendly practices, sustainable sourcing, and transparent supply chain management to build stronger relationships with customers.
CXM Priorities for March 2025
- Improve Response & Resolution Times: With an FRT of 13 hours 16 minutes and resolution times of 1 day, 1 hour, 8 minutes, there is room to enhance service efficiency. Implementing AI-driven chatbots and automated support systems can significantly speed up both response and resolution times.
- Enhance Engagement: The 6.86% engagement rate is moderate but could be improved. Brands should focus on increasing interaction by posting interactive content, running customer polls, and engaging with the audience through product demonstrations and live Q&A sessions.
- Leverage Personalized Experiences: Use customer data to offer tailored recommendations, exclusive promotions, and customized services, enhancing the overall customer experience and fostering greater loyalty.
- Focus on Sustainability: Continue to highlight sustainable practices, such as eco-friendly production methods and recycled materials, to appeal to environmentally conscious customers and build trust in the brand’s ethical standards.
