Skip to content Automobile Industry Monthly CXM Report: May 2025
The automobile sector continued its digital acceleration in May 2025, with rising consumer engagement, sharper brand communications, and growing interest in connected mobility and electric vehicles. Yet, with every surge in digital attention comes a heavier CX load—and this month, while several KPIs indicate strong brand performance, the industry still faces a strategic opportunity to tighten its service response and deepen loyalty.
Digital Engagement & Community Growth
- Follower Growth: 3.10%
The automotive audience is growing steadily, signaling increased public interest in innovation, sustainable mobility, and post-sales digital support. This is one of the higher growth rates this year, reflecting successful brand campaigns and launch buzz. - Engagement Rate: 31.49%
An exceptionally high engagement rate showcases how well automobile brands are capturing user attention. Posts related to new vehicle tech, EV incentives, and ownership experiences are driving robust interaction. It’s a clear signal that the audience isn’t just watching—they’re participating. - Post Frequency: 4.91 per day
A consistent output across digital platforms allows brands to stay visible and responsive. The balance of content—between product, service, and brand storytelling—remains critical to retaining interest without fatiguing the audience.
Customer Support Performance
- First Response Time: 4 hours, 48 minutes
This is a strong improvement over previous months. It reflects growing investments in CX automation and better agent coverage. However, considering the industry standard for high-value products, there is still room to bring this closer to the 1–2 hour range during high-volume windows. - Resolution Time: 23 hours, 34 minutes
Resolution times are hovering just under the 1-day mark—reasonable, but not ideal. Customers dealing with service center issues, financing queries, or test-drive appointments often expect same-day closure. Shortening this window through backend workflow optimization could yield significant CX wins. - Average Daily Tickets: 338
The ticket load remains high, underscoring the operational complexity of the automotive buying and ownership journey. Brands must continue refining escalation protocols and channel prioritization to manage volumes without compromising quality.
- Net Promoter Score: 39.8%
A healthy NPS that places the industry in positive territory—suggesting that most customers are satisfied. However, this also signals a plateau. To move from satisfaction to loyalty, CX leaders must shift from reactive problem-solving to proactive relationship building—especially in areas like after-sales service, personalized maintenance reminders, and ownership experience touchpoints.
Strategic Takeaways
- Scale Proactive Communication
Customers don’t want to chase brands for updates. Use predictive intelligence to anticipate service needs and send nudges for vehicle servicing, warranty renewals, or documentation checks—before the customer asks.
- Prioritize Same-Day Resolutions
With resolution time just shy of 24 hours, CX heads should consider workflow automation for routine queries and prioritize escalation for high-stake interactions like breakdown support or financing delays.
- Invest in Content That Converts
Leverage high engagement to push deeper conversion paths—schedule test drives, offer live consultations, and direct audiences to financing tools. Don’t just entertain; educate and enable.
- Listen Beyond Keywords
The digital car buyer is increasingly sophisticated. Social listening tools should go beyond mention volume—track sentiment on range anxiety, resale value, safety tech, and post-purchase experiences. These are often the make-or-break factors.
Looking Ahead to June 2025
As the automobile industry edges closer to a fully connected, digital-first customer journey, the brands that lead will be those that treat CX as a lifecycle strategy—not a service recovery function. May’s metrics show great momentum; June must now turn that momentum into maturity—faster resolutions, predictive engagement, and deeper brand advocacy.
Fast-Moving Consumer Goods (FMCG) Beverage Industry Monthly CXM Report: May 2025
In a category defined by rapid purchase cycles and high consumer expectations, customer experience in FMCG is both an opportunity and a challenge. May 2025 data reflects a steady rhythm in engagement and response, but also hints at missed opportunities to turn transactional moments into loyalty drivers. The brands that will lead tomorrow are those who move beyond the shelf to build emotional resonance and service excellence.
Audience Growth & Engagement Health
- Follower Growth: 2.71%
FMCG brands continue to expand their digital communities at a healthy clip. However, true growth lies not just in numbers but in how well those followers convert into advocates and repeat customers. - Engagement Rate: 7.93%
A moderately strong rate, especially given the fast-paced nature of FMCG. Consumers are interacting with promotional content, seasonal launches, and product innovations—but there’s room to deepen that engagement by tapping into lifestyle alignment, shared values (like sustainability), and community-driven initiatives. - Post Frequency: 4.25 per day
The volume is well-paced for top-of-mind visibility. But quality will matter more than ever—especially as consumers begin tuning out repetitive or overly promotional messaging. Content that informs, inspires, or solves everyday problems will earn better trust and traction.
Customer Support Performance
- First Response Time: 8 hours, 17 minutes
For a sector where most queries are about availability, delivery, or product concerns, this response time can feel sluggish—especially in social or D2C channels where customers expect real-time answers. There’s an immediate opportunity to implement AI chat support to cut this time by half. - Resolution Time: 14 hours, 57 minutes
Just under a day, which reflects an efficient back-end in place—but still, improvement is possible. In an industry where impulse purchases and moment-of-truth experiences dominate, faster resolutions can be the difference between delight and dissatisfaction. - Average Daily Tickets: 240
This volume underscores the need for scalable service infrastructure. Brands that can maintain quality support while scaling operations will earn long-term loyalty, especially among digital-native buyers.
- First Response Time: 8 hours, 17 minutes
- Net Promoter Score: 21.97%
This NPS points to a neutral-to-positive sentiment. While customers are satisfied, they’re not yet vocal champions. This is often a sign that the experience is “good enough” but not memorable. Building brand affinity through personalized offers, loyalty rewards, and proactive care can transform passive satisfaction into active advocacy.
Strategic CX Takeaways
- Drive Speed at Scale
AI-powered ticketing systems, NLP-based auto-responses, and real-time order tracking can dramatically improve response and resolution SLAs. - Rethink Content Strategy for Loyalty
Shift from campaign-first to community-first content. Think how-to guides, co-creation with micro-influencers, and localized storytelling that celebrates everyday moments. - Prioritize Seamless D2C Journeys
As D2C models grow, ensure that digital storefronts are optimized for mobile, equipped with clear support touchpoints, and able to handle scale without lag. - Listen, Learn, Act
Invest in continuous sentiment monitoring. Product feedback, packaging frustrations, or ingredient concerns—when spotted early—can be your next growth unlock.
Looking Ahead to June 2025
With summer consumption trends on the horizon, May’s insights point toward one clear direction: brands that treat customer support as part of their marketing DNA—not just a reactive function—will lead the CXM conversation in FMCG.
Airlines Industry Monthly CXM Report: May 2025
April 2025 revealed a striking contrast in the aviation industry’s customer experience management (CXM) performance: fast, efficient service delivery on one hand—and a deep-seated customer sentiment challenge on the other. Despite some of the best response and resolution times across industries, aviation continues to battle perception issues that go beyond service SLAs. We believe these data points to a critical truth: efficiency is necessary, but emotional equity is everything.
Digital Engagement and Growth Metrics
- Engagement Rate: 7.02%
A moderate engagement rate suggests that while airline content is being seen, it’s not always resonating. Frequent flyer deals, destination teasers, and sustainability updates may need to be rethought or better aligned with evolving traveler interests post-pandemic. - Follower Growth: 0.57%
Growth remained sluggish in April, indicating limited momentum in expanding brand communities. In a hyper-competitive market where every touchpoint matters, this suggests missed opportunities in converting flyer experiences into digital engagement.
- Post Frequency: 2.67 per day
Airlines maintained a steady content rhythm. But frequency alone doesn’t move the needle—context, timeliness, and interactivity must guide content strategy if engagement is to improve.
Customer Service Performance
- Average First Response Time (FRT): 19 minutes
One of the best in the industry. Quick acknowledgments—especially during disruptions—help reassure anxious travelers. This speed should be celebrated and maintained as a competitive CX advantage. - Average Resolution Time: 4 hours, 17 minutes
Strong resolution times underline operational readiness. However, these metrics also raise a critical point: when performance is objectively good, but sentiment is poor, the issue lies not in “what” brands are doing, but “how” customers are experiencing it. - Net Promoter Score (NPS): -7.85
A negative NPS despite fast service suggests friction elsewhere—likely in policy clarity (refunds, cancellations), in-flight experiences, or post-travel service. It’s not just about answering quickly—it’s about answering with empathy, fairness, and follow-through. - Average Daily Tickets: 259
A moderate load relative to the industry. But in aviation, each ticket often represents a high-stakes interaction—lost luggage, missed connections, or billing confusion. These are moments that define brand trust.
Strategic Recommendations for May 2025
- Diagnose the NPS Gap with Journey Audits
Start with voice-of-customer analysis. Where are frustrations peaking? Is it at check-in, boarding, or rebooking? Use social listening to map sentiment by journey stage and prioritize fixes accordingly. - Humanize Fast Service
Your FRT and resolution time are best-in-class—but they need a human tone. Rethink templated replies. Introduce more personalized responses, empathy cues, and agent empowerment to offer tangible redress where needed. - Content That Rebuilds Trust
Use your digital platforms not just for promotion, but for transparency. Break down baggage handling policies, showcase customer service wins, and own up to disruptions with proactive updates. Trust is built in the open. - Empower Agents with Contextual Dashboards
Even with good resolution times, quality of response matters. Invest in 360-degree customer views so agents aren’t just solving issues—they’re continuing conversations across channels.
Looking Ahead to May 2025
Aviation is one of the few industries where CX and emotion are inseparable. Fast support is table stakes. True loyalty will come when passengers feel heard during moments of vulnerability. For May, aviation brands must shift from service readiness to experience redesign—from efficiency to empathy. At Konnect Insights, we advocate for a data-driven yet deeply human approach to elevate CXM where it matters most: mid-flight, mid-issue, and mid-journey.
EdTech Industry Monthly CXM Report: May 2025
The EdTech sector continued its strong trajectory in May 2025, riding the wave of hybrid learning, upskilling mandates, and growing acceptance of digital-first education. But with growth comes responsibility—especially in managing student and parent experiences at scale. The latest CX data reveals where EdTech platforms are excelling and where experience gaps could erode long-term trust.
Digital Community & Engagement Insights
Follower Growth: 5.97%
Strong growth signals expanding interest in learning platforms—especially among career switchers, working professionals, and school-age learners. EdTech brands should capitalize on this momentum with targeted content for each learner persona.
Engagement Rate: 96.85%
A phenomenal engagement rate. Learners are not just scrolling—they’re interacting. This reflects the high stakes of education decisions and the value placed on credibility, transparency, and peer feedback. Maintaining this momentum will require consistency in communication and community-building.
Post Frequency: 2.37 per day
An effective cadence. However, what matters more is content quality. Platforms should consider spotlighting success stories, behind-the-scenes with educators, or interactive quizzes to drive even deeper engagement.
Support Efficiency & CX Metrics
First Response Time: 6 hours, 27 minutes
A respectable figure—especially for an industry that sees high volumes of product inquiries, access issues, and course navigation doubts. Still, during live class sessions or onboarding windows, a quicker response could prevent churn.
Resolution Time: 11 hours, 35 minutes
Under 12 hours to resolve issues is a good benchmark—especially for technical queries or payment issues. But real-time resolution during active learning windows (e.g., exam prep, live sessions) remains a must.
Average Daily Tickets: 147
This volume highlights consistent student-teacher-platform interaction. It also shows that platforms must continue investing in self-service tools, clear onboarding flows, and proactive nudges to reduce repetitive tickets.
Net Promoter Score: 31.19%
A decent NPS score, indicating a healthy base of promoters—but still room for improvement. Often, friction lies not in content quality, but in platform usability, support timing, or billing clarity.
Strategic Priorities
- Expand Real-Time Support During Peak Hours
Match support capacity to live learning hours. For example, offer priority chat during cohort launches, exams, or assignment deadlines. - Strengthen Self-Guided Onboarding
Use video walkthroughs, in-app tooltips, and searchable FAQ libraries to reduce learning curve and dependency on support teams. - Personalize the Learner Journey
Learners want relevance. Use behavioral data to recommend next courses, skill-building paths, and even peer communities that align with each user’s goals. - Bridge the Communication Gap with Mentorship Touchpoints
Human connection still matters. Integrate touchpoints like monthly check-ins, mentor Q&As, or “Ask Me Anything” sessions to reduce drop-offs and improve satisfaction.
Looking Ahead to June 2025
As summer programs kick off and learners look for flexible ways to upskill, competition will heat up. The winners? Platforms that deliver not just great content—but seamless experiences, personalized journeys, and instant support. The lesson is clear: in EdTech, how you teach is just as important as how you serve.
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: April 2025
For the BFSI (Banking, Financial Services, and Insurance) sector, customer experience isn’t just about delight—it’s about dependability. In April 2025, engagement levels were stable, but rising ticket volumes and slower resolution times signaled deeper concerns around trust, speed, and personalization. As customers expect real-time service in moments that matter—loan approvals, fraud alerts, investment queries—CX leaders must rethink the operational backbone of their support systems.
Digital Engagement and Growth Metrics
- Follower Growth: 1.29%
Organic growth remained modest, reflecting a cautious audience. The BFSI sector continues to be high-stakes and low-churn. To win new digital followers, institutions must shift focus from static financial tips to dynamic, scenario-based storytelling—how services solve real problems. - Engagement Rate: 7.26%
This rate suggests interest, but not intensity. Educational content around financial wellness, policy updates, or investment options is being consumed—but what’s missing is the emotional pull. BFSI players must tap into life-stage content and micro-narratives to foster deeper engagement. - Post Frequency: 5.29 per day
Posting volumes are healthy. However, the key question isn’t quantity—it’s relevance. Are the posts helping demystify products? Are they timely around tax season or interest rate changes? If not, the content is missing its mark.
Customer Service Performance
- Average First Response Time (FRT): 8 hours, 43 minutes
In a sector where security alerts and financial errors require urgency, this response time is borderline slow. There’s room for major improvement—especially for digital-first customers used to immediate feedback. - Average Resolution Time: 1 day, 12 hours, 12 minutes
This is the real pain point. Customers are waiting too long to resolve issues that often carry financial impact. Whether it’s about frozen accounts, disputed charges, or delayed payouts, waiting over 36 hours is simply too long for today’s expectations. - Net Promoter Score (NPS): -11.97
A negative NPS is a warning sign—one that CX leaders cannot ignore. It indicates an erosion of trust, likely due to sluggish resolutions, opaque processes, or inconsistent service quality. - Average Daily Tickets: 271
The volume is substantial and growing. And this isn’t just customer service—it’s customer confidence being tested with every ticket. BFSI brands must view each query not as a problem, but as an opportunity to rebuild trust.
Strategic Recommendations for May 2025
- Rewire for Speed & Transparency
Adopt AI-powered ticket triaging and automation to address FAQs and common complaints instantly. But don’t stop there—send real-time status updates to customers waiting on resolutions. Visibility breeds trust. - Turn Advisors into Experience Ambassadors
Equip frontline support teams with context, product knowledge, and empathy training. Whether it’s a retiree seeking pension clarification or a young investor needing guidance—every interaction must feel tailored. - Proactively Communicate During Disruptions
Whether it’s system downtimes, KYC backlogs, or policy changes—communicate early, often, and honestly. Don’t wait for the complaint to come to you. - Humanize Digital Journeys
Balance automation with empathy. Chatbots are essential, but sensitive matters—like fraud, loan denials, or claims—need a human voice. CXM in BFSI is as much about EQ as it is about tech.
Looking Ahead to May 2025
BFSI brands are no longer just service providers—they are custodians of financial well-being. The stakes are higher, and so are expectations. As May unfolds, CX professionals in BFSI must focus on agility, clarity, and compassion. At Konnect Insights, we believe that loyalty in this sector isn’t won with a great campaign—it’s earned through every resolved ticket, every empathetic interaction, and every second saved.
Apparel Industry Monthly CXM Report: May 2025
In May 2025, the apparels sector stood out for its striking customer loyalty—but the journey from engagement to resolution left room for refinement. As trends evolve faster than inventory cycles and customers expect brands to be as responsive as they are stylish, CX strategies must evolve beyond seasonal drops and discounts to deliver lasting affinity.
Digital Community & Engagement Insights
Follower Growth: 1.98%
The modest rise in followers suggests stable community expansion, but not at the pace top-performing brands are seeing. Fashion labels may need to lean more on personality-driven content—style influencers, behind-the-scenes shoots, or creator collaborations—to attract new demographics.
Engagement Rate: 2.71%
A relatively low engagement rate indicates that while the content reaches users, it may not be sparking enough interaction. Static product showcases are no longer enough—interactive polls, UGC campaigns, and styling reels can make the scroll-stop.
Post Frequency: 1.23 per day
Posting frequency is on the lower end, which could be limiting visibility. A slight increase—balanced with meaningful content—could keep customers more connected between drops or campaigns.
Support Efficiency & CX Metrics
First Response Time: 18 hours, 38 minutes
Customers waiting nearly a day for a first reply isn’t ideal, especially for inquiries about sizing, shipping, or exchanges. Response automation and intelligent triaging can help close this critical gap.
Resolution Time: 10 hours, 21 minutes
The good news: once addressed, issues are typically resolved within the day—an encouraging sign that internal workflows are functioning well. The challenge lies in getting to that first touchpoint faster.
Average Daily Tickets: 115
Ticket volume is moderate—giving brands the perfect window to experiment with proactive service strategies like chat nudges on product pages, order milestone updates, or contextual help during peak sale hours.
Net Promoter Score: 95.41%
This is a standout figure across all industries. It signals a highly satisfied customer base willing to advocate for the brand. The goal now: turn this enthusiasm into engagement by making fans feel seen—via community shoutouts, loyalty perks, and early access previews.
Strategic Priorities
- Accelerate First Responses
Introduce a tiered support model where order-related queries get instant bot replies or priority routing, while complex cases get queued for expert agents. - Reignite Social Engagement
Go beyond catalog imagery—bring in customer voices, style guides, and interactive try-ons to deepen engagement and create value beyond the product. - Celebrate Your Promoters
With NPS this high, customer advocacy should be front and center. Feature real customer reviews, create ambassador programs, and incentivize referrals to scale trust through community. - Optimize for Mobile Moments
Most apparel browsing happens on mobile. Make sure support is one-tap away, carts recover automatically, and conversations can resume seamlessly across devices.
Looking Ahead to June 2025
As summer styles hit the market and consumers refresh their wardrobes, the brands that win will be those that don’t just dress their audience—but listen to them. With one of the strongest NPS scores across all industries, apparel brands have earned trust—now is the time to engage, delight, and lead by example.
Consumer Packaged Goods (CPG) Industry Monthly CXM Report: May 2025
The CPG industry continues to ride a digital momentum wave—and May 2025 reaffirmed that brands with strong content and consistent community engagement are the ones winning customer attention. But as engagement rises, so do expectations. From managing fast-moving complaints to sustaining brand love in a competitive landscape, this month’s CX metrics offer a clear view into what’s working—and where urgency is needed.
Digital Engagement & Brand Growth
- Follower Growth: 4.69%
A strong indicator of brand relevance. CPG companies are steadily building their digital communities, suggesting that customers are not only buying, but also listening, sharing, and watching. The key for CX leaders? Turn that audience into advocates by embedding support, loyalty, and feedback loops into the content experience. - Engagement Rate: 48.54%
A phenomenal benchmark. This level of interaction reflects campaigns that resonate—whether it’s influencer collaborations, topical trends, or purpose-driven branding. However, such high engagement demands equally responsive support. CXM strategies must match marketing in speed and tone. - Post Frequency: 1.47 per day
While the cadence is on the lower side compared to other high-engagement industries, it suggests brands are prioritizing quality over volume. That said, CPG players should explore new content formats—such as polls, short-form videos, and real-time stories—to keep their audiences active across more touchpoints.
Customer Support Performance
- First Response Time: 13 hours, 26 minutes
This is a red flag in a fast-moving space like CPG. When customers reach out, it’s often about expired products, wrong deliveries, or urgent allergen concerns. A 13+ hour wait is too long and risks eroding trust. - Resolution Time: 1 day, 1 hour, 8 minutes
Coupled with the slow FRT, the total resolution window stretches beyond what’s ideal. In the CPG category, where product exchanges or clarifications can make or break future purchases, this lag needs to be addressed urgently. - Average Daily Tickets: 39
A relatively low volume, which is manageable—but should be no excuse for slow responses. With AI chat, smart workflows, and CRM triggers, there’s ample room to drive efficiency without scaling headcount.
- First Response Time: 13 hours, 26 minutes
- Net Promoter Score: 43.3%
This is a respectable NPS, signaling that many customers are satisfied—but not deeply loyal. In an industry where brand-switching is easy and frequent, even a moderate slip in service or tone can send customers to competitors. The path from satisfaction to advocacy lies in meaningful follow-up, issue closure, and consistent delight moments.
Strategic Takeaways
- Match Speed with Scale
You’ve nailed the brand conversation—now it’s time to streamline CX delivery. Reduce the first response time by deploying AI-based support assistants that handle routine queries instantly, and escalate smartly. - Close the Engagement Loop
Don’t just track engagement—act on it. Identify high-frequency contributors and surprise them with thank-you gifts, sneak previews, or loyalty rewards. High engagement is fertile ground for brand evangelism. - Train for Tone & Context
Given the emotional tone of customer messages (especially around health, wellness, or sustainability claims), ensure your agents are trained in empathy, accuracy, and tone alignment. - Prioritize Product Feedback Collection
Make support a goldmine for product teams. Create structured workflows where feedback from tickets feeds directly into R&D and marketing, helping brands stay ahead of consumer preferences.
Looking Ahead to June 2025
The CPG playbook is shifting. Static loyalty programs and reactive service aren’t enough. In June, brands must move toward predictive care, community-led content, and real-time personalization. With engagement at an all-time high, CPG CX leaders must ensure that every interaction earns trust and builds long-term value.
Real Estate Industry Monthly CXM Report: May 2025
In the real estate industry, where trust is currency and decisions carry high emotional weight, customer experience is no longer a support function—it’s a growth lever. May 2025 data reveals that while digital engagement and service delivery remain steady, there’s a deeper need for empathy, responsiveness, and personalization in how real estate brands interact with their audiences online.
Audience Growth & Content Visibility
- Follower Growth: 1.45%
A modest growth rate, which suggests that digital audiences are expanding, but not at a disruptive pace. For a high-investment industry, slow growth often stems from transactional content or missed opportunities to spark aspiration. Real estate brands should treat digital as a long-term relationship builder—not just a lead funnel. - Engagement Rate: 4.08%
Interaction levels are lukewarm. Customers today want more than static listings—they crave inspiration, education, and authenticity. CX leaders must work alongside marketing to develop narratives that bring spaces to life and answer unspoken customer concerns (like financing myths, neighborhood insights, and design trends). - Post Frequency: 1.34 per day
The cadence remains low, which may contribute to tepid engagement. It’s crucial for brands to stay top of mind through more dynamic storytelling—virtual walkthroughs, live consultations, buyer testimonials, and behind-the-scenes content can elevate digital presence significantly.
Customer Support Performance
- First Response Time: 5 hours, 28 minutes
This FRT is within a reasonable range, particularly in real estate where queries may not always demand immediate action. However, there’s room to push for faster initial contact, especially with high-intent leads or escalation-prone complaints. - Resolution Time: 18 hours, 31 minutes
Compared to previous months, this is a marked improvement. Timely follow-ups on paperwork delays, site visit clarifications, or documentation support are essential to keep potential deals from going cold. - Average Daily Tickets: 45
A manageable volume. This opens up an opportunity to infuse more personalization into each interaction—remembered preferences, continuity in agent communication, and proactive updates can dramatically enhance the customer’s perception of service.
- First Response Time: 5 hours, 28 minutes
- Net Promoter Score: 15.56%
While not alarming, this NPS highlights a fragile relationship between satisfaction and loyalty. Many customers are content—but few are excited. This is a sign that while transactions may be smooth, emotional connection is lacking. In a category where word-of-mouth is pivotal, real estate brands must find ways to surprise, delight, and reassure throughout the buying journey.
Strategic Guidance
- Treat Every Inquiry Like a Relationship Starter
Even minor queries can signal future interest. Fast, humanized responses build trust and create a pipeline of long-term prospects. - Build Empathy into Every Touchpoint
From property inquiries to final handovers, ensure that language, tone, and follow-through reflect care and attention—not just process. - Modernize the Digital Content Stack
Static listings won’t suffice. Invest in video-led content, AI-driven recommendation engines, and interactive customer journeys that reflect how buyers explore today. - Capture & Action Micro-Feedback
Introduce quick sentiment checks post-property visit or after each virtual consultation. This not only shows that you’re listening but creates a feedback loop that can preempt dissatisfaction.
Looking Ahead to June 2025
The next evolution of real estate CX lies in contextual intelligence—knowing not just what your customer wants, but why and when. As summer drives increased market movement, brands that blend responsiveness with relevance will win both transactions and trust.
Hospitality Industry Monthly CXM Report: May 2025
In the hospitality industry, every touchpoint is a moment of truth. From online reservations to post-checkout reviews, customer experience isn’t confined to the stay—it stretches across channels, expectations, and emotions. May 2025 presents a CX performance snapshot that blends rising guest expectations with clear opportunities for differentiation.
Community Growth & Engagement Trends
- Follower Growth: 1.58%
A steady increase in audience size, signaling healthy interest across digital platforms. As guests rely more on social media and online reviews to choose accommodations, hotels and resorts must continue to position themselves as trustworthy, experience-driven brands. - Engagement Rate: 1.58%
This low engagement suggests that while the audience is growing, brands are not fully capitalizing on digital interaction opportunities. Hospitality brands should rethink content strategies—less promotion, more storytelling. Think behind-the-scenes reels, guest highlights, staff stories, or local culture tie-ins. - Post Frequency: 2.08 per day
This frequency offers consistency but needs stronger content hooks to boost interactivity. Static posts alone won’t suffice in an era of algorithm-driven discovery—what’s needed are immersive narratives, user-generated content, and dynamic formats like polls, live sessions, or staycation tips.
CX Support Operations Performance
- First Response Time: 4 hours, 14 minutes
This response time is decent but leaves room for agility. In hospitality, response speed can be a make-or-break moment—whether it’s a reservation glitch or a room request. Implementing real-time chat, mobile alerts, or AI-driven assistants can tighten the loop further. - Resolution Time: 15 hours, 48 minutes
Just under a day, this resolution time is efficient given the diversity of hospitality queries—ranging from booking adjustments to billing issues. But as guests increasingly expect same-day resolutions, proactive service models (like automated FAQs and multilingual bots) can set brands apart. - Average Daily Tickets: 140
This volume is manageable for most teams but calls for scalability in peak seasons. Brands should prepare ahead by scaling support during holiday and travel spikes with additional staffing or seasonal workflows.
- First Response Time: 4 hours, 14 minutes
- Net Promoter Score: 86.12%
An exceptional NPS that suggests customers are walking away with positive memories and a high likelihood of recommending the brand. This is a competitive edge worth nurturing. However, high NPS scores should not lead to complacency—continuous CX audits are essential to retain loyalty and prevent service fatigue.
Strategic Recommendations for Hospitality CX Leaders
- Move from Transactional to Experiential Engagement
Hospitality is about moments. Encourage teams to go beyond functional support and create memorable digital interactions—whether it’s a surprise upgrade, a curated welcome message, or local event suggestions during a guest’s stay. - Rethink Social Media Engagement
The 1.58% engagement rate suggests untapped potential. Consider content co-creation with loyal guests, micro-influencer partnerships, or themed campaigns that showcase destination experiences through a guest lens. - Prioritize Response Fluidity
Incorporate flexible service channels—WhatsApp, Instagram DMs, and on-site kiosks—to respond where guests are most active. Ensure each channel delivers contextual, swift assistance. - Harness Guest Feedback Loops
An 86% NPS should be celebrated—but also mined. Use promoter insights to understand what’s working, and detractor feedback to identify weak links. Implement real-time feedback surveys and quick-win correction loops.
Looking Ahead to June 2025
With travel season heating up, June offers a golden opportunity for hospitality brands to double down on CX. The smartest players will anticipate seasonal surges with AI-powered forecasting, optimize guest journeys across digital and physical touchpoints, and tell stories that go beyond check-ins. The goal: make every stay feel personal—even before it begins.
Telecommunications (Telecom) Industry Monthly CXM Report: May 2025
In a sector where connectivity is both the product and the promise, the telecom industry’s CX performance in May 2025 shows a steady path forward—but one that demands sharper focus on service consistency, speed, and sentiment. With network quality no longer a differentiator, brands are increasingly competing on experience—and that competition is heating up.
Digital Community & Engagement Insights
Follower Growth: 0.82%
Growth remains sluggish—suggesting that while telecom brands maintain a loyal user base, they’re not expanding it at the pace of more lifestyle-driven sectors. There’s untapped opportunity in content that resonates emotionally: human stories about staying connected, digital empowerment, and behind-the-scenes tech reliability can add depth to the narrative.
Engagement Rate: 18.25%
The engagement rate is strong and signals that users are actively reacting, commenting, and reaching out. However, much of this engagement is likely tied to complaints, queries, or network issues. The challenge? Channel that attention into positive momentum by proactively engaging users and not just reacting to them.
Post Frequency: 3.40 per day
Brands are maintaining a healthy content cadence, but the question is whether the posts offer clarity, support, or inspiration. Timely service announcements, usage tips, or tech explainers can serve dual purposes—engagement and self-service.
Support Efficiency & CX Metrics
First Response Time: 2 hours, 37 minutes
This is a respectable benchmark for the industry. Customers expect quick replies when it comes to SIM activations, data concerns, or service drops. Keeping this number under 3 hours is a positive sign—but maintaining that at scale will require automation reinforcement.
Resolution Time: 10 hours, 46 minutes
Issue resolution staying under 11 hours is a solid achievement, especially given the complexity of backend systems and the volume of complaints. Still, high-impact queries—like billing errors or service outages—need even faster turnarounds. Smart escalation layers and better ticket tagging can help.
Average Daily Tickets: 174
The volume remains substantial, but not overwhelming. This balance provides a valuable chance for telecom CX teams to trial proactive outreach—like nudges after service interruptions, feedback loops post-resolution, or tutorials for commonly reported issues.
Net Promoter Score: 24.57%
A moderate NPS shows that while satisfaction is decent, advocacy is lukewarm. Given the essential nature of telecom services, customers often remain out of necessity rather than loyalty. To shift this, brands must exceed expectations—especially during frustrating service disruptions.
Strategic Priorities
- Turn Reactive Support into Predictive Service
Implement real-time monitoring systems that alert customers about known issues before they complain. Transparency goes a long way in trust-building. - Amplify Educational Content
From 5G myths to parental controls and digital hygiene—use content to empower customers and reduce dependency on agents. - Close the Feedback Loop
Don’t just resolve issues—follow up. A simple message confirming issue resolution and asking for feedback can make customers feel heard and valued. - Humanize the Digital Touchpoints
Add warmth to interactions—use tone-consistent language, display agent names, or include video-based support when needed. Telecom isn’t just about tech—it’s about relationships.
Looking Ahead to June 2025
As network providers roll out new pricing models, fiber upgrades, and value-added services, the CX spotlight will intensify. Leaders will be those who pre-empt confusion, engage proactively, and position support not as a fallback—but as a brand strength.
Electronics Industry Monthly CXM Report: May 2025
The electronic accessories space continues to grow—driven by innovation in wearables, smart devices, and consumer tech. But as brands scale, so do customer expectations for speed, support, and seamless service. In May 2025, digital shoppers and support-heavy users pushed interaction volumes up—but CX metrics reveal critical gaps that brands must close to stay competitive.
Digital Community & Engagement Insights
Follower Growth: 1.47%
A modest growth rate that suggests limited audience expansion. In a category where utility meets lifestyle, brands need to rethink reach—leveraging product creators, YouTube reviewers, and niche communities to tap into hyper-relevant user bases.
Engagement Rate: 3.59%
Relatively low by consumer tech standards. The gap isn’t in interest—it’s in storytelling. “Real-world” use cases, side-by-side comparisons, and content that answers common product questions (e.g., compatibility, durability, charging cycles) can drive meaningful engagement.
Post Frequency: 2.24 per day
Consistent, but should shift from static promotion to interactive support. Think live demos, FAQ reels, or teardown videos that help buyers understand and use products better.
Support Efficiency & CX Metrics
First Response Time: 1 day, 2 hours, 12 minutes
Over 26 hours to respond is far too long—especially when many queries are time-sensitive (e.g., device not charging, order tracking, warranty claims). Speed is brand currency here. AI-assisted triaging and better workflow automation can dramatically improve this.
Resolution Time: 1 day, 23 hours, 42 minutes
Two-day average resolution time confirms a lag in backend coordination—likely across support, inventory, and logistics. Integrating helpdesk systems with product and shipping databases could speed up closure and reduce repeat queries.
Average Daily Tickets: 191
This volume is neither too low to ignore nor too high to overwhelm. It’s the sweet spot for CX optimization—where predictive FAQs, community support forums, and streamlined return workflows can make a huge difference.
Net Promoter Score: 9.87%
An NPS in single digits is a red flag. It suggests more customers are passively satisfied or actively unhappy. This is often driven by issues not with the product itself—but with setup, delivery, or post-sale support.
Strategic Priorities
- Accelerate Support Workflows
Deploy AI to triage and auto-respond to low-complexity queries. Consider priority lanes for product setup or replacement queries—where dissatisfaction spikes are most likely. - Reimagine Content to Build Trust
Use your content calendar not just for promotion, but education. Tech buyers want clarity—make comparison videos, setup guides, and feature explainers core to your outreach. - Boost Loyalty with Post-Purchase Care
Create proactive nudges—like check-in emails post-delivery, extended warranty tips, or accessories suggestions based on what they bought. - Use Community Power
Tap into enthusiast groups or forums where your customers are already active. Co-create content, host Q&As, or simply listen—then adapt your CX accordingly.
Looking Ahead to June 2025
June brings in summer sales, new product drops, and more tech-savvy consumers. Brands that close the gap between product excitement and support experience will lead the charge. Now’s the time to make post-sale care your differentiator—not your downfall.
Gaming Industry Monthly CXM Report: May 2025
The gaming industry continues to lead digital engagement benchmarks, but with great power comes an even greater responsibility to deliver seamless, fast, and emotionally resonant support. May 2025 showed high user intensity—frequent conversations, massive ticket volumes, and passionate feedback loops. For CX professionals, this space offers a rich sandbox for innovation, empathy, and real-time responsiveness.
Community Growth & Engagement Trends
- Follower Growth: 0.30%
Growth in follower count is modest this month, but this is not uncommon in mature gaming communities. The real focus should now shift to retention, reactivation, and influencer-led discovery, rather than just follower count alone. - Engagement Rate: 33.99%
A powerful metric that reflects one key insight: gamers talk. A lot. Whether it’s gameplay feedback, update reactions, or community shout-outs, engagement is driven by emotion and speed. Brands that amplify user content, celebrate players, and reward community involvement will continue to thrive. - Post Frequency: 1.43 per day
This level of posting is light compared to engagement intensity. Gaming brands might benefit from a slightly higher cadence—particularly around patch notes, tournament updates, and user-generated content promotions—to ride the wave of ongoing discussions.
CX Support Operations Performance
- First Response Time: 36 minutes
This is outstanding. In a space where even a 5-minute lag can trigger frustration (especially during in-game purchases or bug reports), such a response time is a competitive edge. Brands must ensure that this speed is consistently maintained across all channels—especially during peak traffic. - Resolution Time: 4 hours, 49 minutes
Another strong performance metric. However, given the ticket volume, automation, predictive routing, and community-driven troubleshooting forums can further bring this number down, especially for recurring or Tier 1 queries. - Average Daily Tickets: 1,423
This is a staggering load, but it reflects the hyper-engaged nature of gaming communities. Support teams in this industry need to scale rapidly without compromising empathy. A well-trained AI agent layer, followed by human escalation where necessary, is no longer optional—it’s survival strategy.
- First Response Time: 36 minutes
- Net Promoter Score: 45.04%
An NPS this strong in a community as vocal as gamers is a testament to quality experiences. But it’s also fragile. Loyalty here is tied to consistent performance, transparency, and how fast brands respond during “crunch moments”—like a failed in-game transaction or a broken update. CX leaders must treat advocacy as an earned privilege, renewed every day.
Strategic Recommendations
- Deepen Community Co-Creation
Your community is your best CX asset. Highlight top players, involve them in feedback loops, and spotlight them in support wins. It builds trust and creates advocates. - Proactive CX During Releases
New updates, patches, or tournament announcements? Launch your support communication before the rollout. Expect issues, prepare FAQs, and set up status dashboards. - Automate with Personality
Gamers value speed, but also personality. Use AI agents that speak the language of your brand—casual, witty, respectful—to resolve queries fast and with flair. - Prioritize Tiered Support Models
High-ticket players, streamers, or esports pros often need a white-glove experience. A segmented support strategy based on usage or community influence will boost satisfaction scores even further.
Looking Ahead to June 2025
Gaming is no longer just entertainment—it’s culture, commerce, and community rolled into one. As CX professionals, the call is to match that energy with infrastructure that’s fast, adaptive, and emotionally intelligent. The ones who do will lead not just in response metrics—but in player loyalty and lifetime value.
Over-The-Top (OTT) Platform Industry Monthly CXM Report: April 2025
April 2025 showcased the paradox of digital entertainment: massive engagement, rapid growth, and yet a deepening challenge with customer sentiment. OTT platforms continue to dominate user attention spans, but delivering seamless, always-on experiences across millions of screens has never been more demanding. While operational metrics like response and resolution times are impressive, the low NPS reveals an urgent need for better customer experience design.
Digital Engagement and Growth Metrics
- Follower Growth: 11.01%
The OTT industry continues its steep digital ascent. With more users subscribing and following across social platforms, brands must be prepared to handle higher volumes of interaction—not just in content promotion but in real-time customer support. - Engagement Rate: 8.54%
Strong engagement underscores audience interest in show announcements, trailers, cast interactions, and meme-worthy moments. However, rising engagement also acts as a double-edged sword—exposing service issues, pricing dissatisfaction, and content criticisms in equal measure. - Post Frequency: 3.90 per day
A high publishing cadence keeps OTT brands top-of-mind. The opportunity here is to strike a balance between promotional posts and service-oriented communication that addresses user concerns (e.g., outage clarifications, subscription guides, and content navigation tips).
Customer Service Performance
- Average First Response Time (FRT): 19 minutes
Exceptionally fast. Most OTT platforms have mastered real-time triaging using automation, which sets a high industry benchmark for others. Maintaining this pace during peak traffic moments (e.g., premiere weekends or outages) will be crucial. - Average Resolution Time: 2 hours, 22 minutes
A stellar resolution time, especially considering the scale. However, resolving quickly is not always equivalent to resolving well. Negative sentiment suggests that many users still leave these interactions unsatisfied. - Net Promoter Score (NPS): -52.34
A deeply concerning figure. While users flock to OTT platforms for entertainment, loyalty suffers due to pricing confusion, poor content recommendations, login or playback issues, and generic support responses. The emotional connection is shallow, and frustration escalates quickly. - Average Daily Tickets: 657
A high volume reflective of the low barrier to customer outreach. Platforms must not only scale efficiently but ensure that responses are empathetic and personalized—not just fast.
Strategic Recommendations for May 2025
- Rebuild Trust Through Personalization
Negative NPS often stems from users feeling unheard or underserved. Start by refining content recommendation algorithms, offering more control over profiles and billing, and personalizing support interactions beyond templated replies. - Use Social Listening to Pre-Empt Escalations
Customer complaints rarely start as tickets. By proactively monitoring social buzz around playback glitches, price hikes, or unpopular UI changes, platforms can get ahead of discontent and win back goodwill. - Balance Automation With Human Touch
While response speed is a win, low NPS suggests a disconnect. Introduce hybrid resolution flows—use bots for basics but escalate billing, access, and account complaints to trained agents. - Invest in Clearer Communication
Many users are confused by pricing tiers, trial cut-offs, and regional availability of content. Clear in-app guides, billing breakdowns, and proactive notifications can resolve friction before it becomes anger.
Looking Ahead to May 2025
The OTT industry doesn’t lack attention—it commands it. But attention isn’t loyalty. CX leaders in this space must move beyond vanity metrics and focus on delivering consistent, transparent, and emotionally intelligent service. Because in a world where switching platforms takes seconds, experience is the only long-term differentiator.
Manufacturing Industry Monthly CXM Report: May 2025
Manufacturing brands are rethinking CX—driven by rising customer expectations, supply chain complexities, and the increasing importance of transparency. In May 2025, the challenge was clear: how can brands, whether B2B or D2C, deliver fast, reliable, and meaningful support in an industry historically centered on logistics and production? As buyers demand more visibility, faster response times, and stronger digital experiences, CX is no longer an afterthought—it’s a growth lever.
Digital Community & Engagement Insights
- Follower Growth: 2.13%
Growth is steady but not spectacular. While it’s encouraging to see digital communities expanding, manufacturers must get more intentional with outreach. Niche content like behind-the-scenes factory tours, process transparency stories, and sustainability-led innovations can spark greater curiosity and engagement, especially from procurement heads, industry analysts, and CXOs. - Engagement Rate: 10.58%
A double-digit engagement rate signals interest—but is it the right kind? The key is to convert this engagement into meaningful conversations. Showcasing customer success stories, industry use cases, and innovative applications of your product lines will move the needle from passive interest to purchase intent. - Post Frequency: 2.00 per day
This balanced frequency gives manufacturers room to experiment. Richer content formats—like 3D product visualizations, mini case studies, or polls on evolving market needs—could elevate this cadence from informative to impactful.
Support Efficiency & CX Metrics
- First Response Time: 8 hours, 27 minutes
This is a major pressure point. B2B buyers, especially in the post-sale stage, expect clarity and responsiveness—whether it’s delivery timelines, installation queries, or technical support. To improve this, brands must automate the basics and reserve agent time for the nuanced. - Resolution Time: 1 day, 2 hours, 14 minutes
A full-day resolution window may be acceptable for low-risk queries—but when supply chain dependencies are involved, delays ripple. Manufacturers need intelligent triaging, SLA-driven ticket prioritization, and direct escalation paths for enterprise customers. - Average Daily Tickets: 97
This volume is manageable—but it’s also an indicator of operational friction. Repetitive queries around order status, documentation, or product specs can be addressed through well-designed self-service portals and AI-assisted help desks. - Net Promoter Score: 21.97%
A respectable starting point—but not a defensible advantage. NPS in manufacturing often hinges on post-sales engagement. Companies must look beyond product delivery and ensure installation support, training, and follow-up touchpoints are robust and timely.
Strategic Priorities
- Modernize Self-Service Infrastructure
Too many inquiries are still handled manually. Build out searchable documentation, video tutorials, and multilingual support to empower users and reduce pressure on frontline teams. - Get Proactive with Post-Sales Engagement
Engagement shouldn’t drop after a deal closes. Post-sale check-ins, usage optimization tips, and service reminders can boost satisfaction and create upsell opportunities. - Infuse Personality Into Your Content
Manufacturing doesn’t have to be boring. Elevate your storytelling—use customer-led narratives, expert commentary, and trend-driven content to humanize the brand and attract a new generation of B2B buyers. - Strengthen Distributor & Partner Communication
Dealers, distributors, and resellers often serve as the face of your brand. Equip them with standardized messaging, real-time inventory tools, and priority support access to ensure they deliver consistent, high-quality service.
Looking Ahead
As manufacturers gear up for the next quarter, agility will define the winners. From navigating raw material price swings to delivering on time in volatile markets, communication is everything. CX leaders must prepare by identifying their top service friction points, building cross-functional playbooks, and investing in automation that complements—not replaces—human empathy. The opportunity? Turning operational reliability into brand loyalty.
