Visualize CX bottlenecks and differentiating factors based on survey data collected from 108 leading companies in 20 industries
Tokyo, December 15, 2025 /PRNewswire/ — transcosmos today announced the publication of its 10th anniversary report, “Consumer-Business Communication Trend Survey 2025-2026.” The findings show that as smartphone penetration increases, consumers are increasingly prioritizing self-service options due to ease of use and time efficiency. But consumers turn to humans for help when AI gives the wrong answer, can't solve a problem, or needs empathy. This shows that AI adoption is growing in parallel and complementary to human support. The study also visualizes customer experience (CX) bottlenecks and differentiators in the pre-purchase and post-purchase stages, based on data collected from 108 leading companies across 20 industries. Please download details and explanations from transplus (no translations).
- Survey overview
- Design: transcosmos Co., Ltd.
- Objective: Understand consumer-to-business communication trends
- Period: July 31st to August 5th, 2025
- Method: Online survey
- Download here (no translations): https://www.trans-plus.jp/data/2025cx
Since 2016, transcosmos' department that specializes in CX analytics has begun conducting a survey of communication trends between consumers and companies every year. The 2025-2026 edition reveals: The number of touch points with customers has doubled. Digital transformation (DX) is accelerating under the new coronavirus pandemic. Advances in generative AI and widespread adoption of smartphones over the past decade. This results in Increased communication channels and increasing demand for time-saving AI-powered search and summarization capabilities.
Consumers usually try to solve the problem themselves first. but, If AI returns an inaccurate answer and cannot resolve the issue, 25% will give up and abandon the website, and 53% will escalate to a human support channel for resolution.. This shows that When AI returns an incorrect answer, it’s important for businesses to quickly direct consumers to human support for final resolution.. Consumers' need for human assistance when empathy is needed also remains strong. AI has evolved over the past decade as a complementary tool rather than a complete replacement for human services, and this trend is expected to continue.
The 2025-2026 study also provides the following insights: The ease of use and time efficiency of self-service options is critical to today's consumers. When faced with serious problems, they seek someone who understands their feelings.. Some people refer to a team of AI and humans, but collaboration between AI and humans holds the key to next-generation CX.
■Bottlenecks and differentiating factors in CX before and after purchase
The study measured 47 key CX metrics across 108 leading companies across 20 industries using the COMX model, a communications experience assessment framework. Visualize bottlenecks and differentiators throughout the communication experience using survey data. The study also analyzed industry trends and created basic materials for formulating CX strategies based on the competitive environment unique to the industry.
transcosmos provides optional services such as company-specific diagnostic reports and DX strategy formulation based on collected data and survey results.
*transcosmos is a trademark or registered trademark of transcosmos Co., Ltd. Both in Japan and other countries.
*Other company names and product/service names mentioned are trademarks or registered trademarks of each company.
■About transcosmos Co., Ltd.
Since its founding in 1966, transcosmos has increased the competitiveness of its customers by fusing excellent people and the latest technology to provide superior and valuable services. transcosmos currently provides services that support customers' business processes in terms of both sales expansion and cost optimization at 184 locations in 36 countries and regions, mainly in Asia, and continues to pursue operational excellence. In addition, as the e-commerce market expands on a global scale, transcosmos provides comprehensive global e-commerce one-stop services in order to deliver our customers' excellent products and services to consumers in 46 countries and regions around the world. transcosmos aims to be a “global digital transformation partner” for our customers, responding to the ever-changing business environment and supporting their transformation by utilizing digital technology. Click here https://www.trans-cosmos.co.jp/english/
Source transcosmos Co., Ltd.
