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Your inside look at the 2025 South African CX Report.

The 2025 report - the 7th edition of this annual production - offers an in-depth analysis of customer experiences across South Africa. Discover the data-driven trends, consumer sentiments, and business perspectives that are shaping the future of CX.

Download the latest edition to access exclusive insights.

Very comfortable
37%
Somewhat comfortable
30%
Neutral
12%
Somewhat uncomfortable
9%
Very uncomfortable
12%
When interacting with a company, how comfortable are you with Artificial intelligence (AI) being part of your experience?
Question:
The 2025 South African Customer Experience Report

2025 key takeout: the best experiences have tech and people.

The 2024 South African Digital CX Report

2024 Key takeout: Customer experiences are being homogenised

The 2023 South African Digital CX Report

2023 Key takeout: Consumers feel good enough is good enough

The 2022 South African Digital CX Report

2022 Key takeout: Online contributes R294bn to physical retail spend

The 2021 South African Digital CX Report

2021 Key takeout: etailers are leaving R30bn on the table

The 2020 South African Digital CX Report

2020 Key takeout: Brands ignore customer retention in favour of acquisition.

The 2019 South African Digital CX Report

2019 Key takeout: Consumers benchmark experience against best global not best local