20+ Customer Engagement Statistics You Need to Know in 2025

Customer engagement has evolved fast, and it’s showing no signs of slowing down.

AI-powered personalization, smarter data, and ever-shifting consumer habits have redefined how brands connect with customers at every touchpoint.

If you’re mapping out your 2026 engagement strategy, you’re likely asking:

• Which channels will create real impact?
• What kind of content will keep audiences tuned in?
• And how will personalization and automation shape performance?

To answer that, we’ve pulled together 20+ key stats that reveal where engagement is heading next—and how to turn these numbers into measurable growth.

Top 20+ customer engagement statistics that will win you more customers in 2025

1. Customer behavior insights

• 87% of consumers expect fraud alerts instantly or within five minutes.
• 88% say the experience a company provides is as important as its products or services.
• 65% of customers expect companies to adapt to their changing needs and preferences.
• 84% of B2B companies list improving CX capabilities as a top priority.

Speed and trust are now tied together. For most customers, time is part of the experience—especially when it comes to security or order updates. The quality of the experience now rivals the quality of the product.

Winning brands see engagement as a differentiator on par with innovation and price. Static journeys are over; engagement strategies need to move with your audience in real time.

2.  Personalization and segmentation

• 42% of consumers expect promotions to reflect their individual preferences, while 54% say personalized rewards are the most valuable messages they receive. 
•  84% of businesses believe they deliver “good” or “excellent” personalization, but only 54% of consumers agree.
• 67% of consumers expect brands to automatically adjust content based on their current context for a real-time personalized experience.
• 57% of all businesses say that personalizing customer engagement is their top reason for adopting AI.

Customers expect hyper-relevant experiences, but most brands haven’t closed the gap. The reason? Fragmented data, siloed systems, and unreliable insights.

Real personalization depends on unified, clean, actionable data. Investing in a CDP bridges that gap: transforming personalization from one-off campaigns into consistent, meaningful moments across every channel.

3.  Multichannel and omnichannel engagement

• 36% of consumers prefer informational messages on multiple channels.
• 58% of consumers want to choose their preferred communication channel when opting in. 
• In the same survey, 87% of business leaders said they were at least somewhat familiar with RCS (Rich Communication Services), and 59% of consumers said they trust RCS verification messages more than SMS
• Brands now bet on more intelligent digital channels powered by artificial intelligence. In particular, the usage of AI bots and smart self-service tools spiked by 100%.

Source: InData Labs

Customers crave control, and honoring that choice builds loyalty. Rich Communication Services (RCS) is leading the way, turning messaging into a space where brands can interact, share media, and drive instant action.

4.   AI and automation impact

• 52% of consumers trust AI-generated answers if brands are transparent about it. (Source: Salesforce)
• Only 18% of customers feel confident they can tell AI apart from humans.
• 63% of retailers use AI-powered chatbots or virtual assistants. (Source: TIDIO)
• 81% of customers prefer using self-service tools before contacting a live agent.
• AI is will power 95% of CX interactions by 2025. (Source: AI Business)
• Companies using AI report a 20% increase in customer satisfaction.
• AI-driven predictive analysis can lead to a 20% improvement in anticipating customer needs.
• On average, AI increases customer satisfaction scores by 12%.
• 57% of businesses say personalizing CX is their top motivation for adopting AI.

Source: Tidio

Artificial intelligence (AI) and automation are redefining how businesses connect with their customers by transforming support, personalization, and trust in the process. While consumers are increasingly open to AI-led interactions, their expectations for transparency and empathy have never been higher.

These statistics also show that customers are growing comfortable with AI. To keep customer trust intact, always disclose when AI is being used.

5.   Customer retention and loyalty

• 97% of customers who experience value enhancement share positive word of mouth.
• 82% of leaders believe retention is more cost-effective than acquisition.
• Even a 2–3% retention lift can lead to double-digit revenue growth. (KPMG)

Retention may not grab headlines, but it drives ROI like nothing else. Reinvesting in loyalty programs, communities, and post-purchase engagement creates compounding returns over time.

Pro tip: Audit your customer journey for “value moments” and points where your brand delivers unexpected help, insight, or emotion. Reinforce these touchpoints through automation or account management strategies.

Key trends defining customer engagement in 2026

The past few years have shown that personalization, speed, and convenience have become baseline expectations for consumers. What’s changing now is how brands deliver on them through emotionally intelligent AI, data unification, and real-time adaptability.

1. AI will move from task automation to decision autonomy. By 2026, marketers will no longer use AI just to send emails faster or analyze segments quicker. Instead, AI agents will decide when and how to engage customers based on intent and emotion. The focus is shifting from productivity to proactivity.

2. Data will become the new creative edge. As privacy regulations tighten, first-party data will emerge as the most valuable differentiator in customer engagement. But the edge won’t come from how much data brands collect, it’ll come from how seamlessly they connect it across channels. The brands winning in 2026 will be those turning insights into action in real time.

3. Trust and transparency will define loyalty. Consumers are increasingly aware that AI shapes their interactions—and they’re okay with it, as long as it feels human. Expect to see ethical AI frameworks, consent-driven personalization, and clearer disclosure on automated touchpoints become part of the standard engagement strategy.

Together, these shifts mark a new era where engagement is about continuous, context-aware conversations. The brands that thrive will be those building systems that listen, adapt, and act instantly and intelligently.

Turning insight into action with Insider

The data tells one story: engagement happens in real time. Here’s how Insider helps brands turn insights into measurable growth.

1. Turn high-performing channels into personalized journeys

Use insights from your best-converting pages to shape dynamic newsletter segments so every subscriber receives content aligned with their journey stage, interests, or past behavior. For example, Insider helped a global retail brand connect its web forms with email journeys using Architect and the CDP, resulting in a 47% increase in repeat traffic and a 22% lift in email engagement.

2. Enrich content relevance with predictive personalization

The survey highlights how relevant content drives list growth. But relevance doesn’t stop at acquisition. With Insider’s Predictive AI, marketers can anticipate what each user is likely to do next and deliver personalized content before they even ask for it.

3. Optimize calls to action (CTAs) with real-time insights

Clear CTAs still work, but static CTAs are no longer enough. With Insider’s real-time behavioral tracking, you can adjust CTAs dynamically based on user intent. For instance, when a prospect clicks a pricing link twice in one week, Insider can automatically trigger a targeted email or WhatsApp reminder to nudge them toward booking a demo.

4. Balance AI usage with human connection

Automation and personalization are powerful, but customers still crave authenticity. Use platforms like Insider’s Journey Orchestration tools to balance automated flows with human touchpoints, ensuring every message feels contextually human, even when powered by AI.

5. Measure, iterate, and scale what works

Centralize your campaign analytics using Insider’s unified dashboard to monitor engagement across email, WhatsApp, push, and web. Then, double down on what’s working—whether that’s high-converting landing page copy or time-sensitive newsletters that consistently outperform.

Make customer engagement your key differentiator with Insider 

When it comes to turning customer data into meaningful engagement, Insider stands miles ahead of other platforms. It’s recognized by both users and analysts as a market leader. 

We’ve been named G2’s #1 Leader across 12 categories in the Summer 2025 Reports and recognized as Gartner’s 2025 Customer’ Choice for multichannel marketing hubs. But awards aside, it’s the results that speak louder.

Brands like PUMA, Lenovo, and Enklare use Insider to create the kind of personalized, high-performing customer journeys that drive measurable growth. PUMA saw a 231% uplift in lead submissions with gamified onsite engagement. Lenovo built real-time omnichannel campaigns that improved cross-sell conversions. And Enklare used Insider’s predictive segments to reduce acquisition costs while increasing lead quality.

Insider’s strength lies in its AI-powered orchestration and predictive analytics helping marketers design and deliver real-time, hyper-personalized journeys across every channel: email, SMS, app, web, and even emerging platforms like RCS. Our platform automatically identifies the best channel, timing, and message for each customer, ensuring every touchpoint feels intentional, not interruptive.

Book a demo with our team or take a platform tour to see how Insider can drive the same result for you.