Discover the CX Relevance Report 2025
Navigating the crossroads of CX, AI, and rising customer expectations
The Modern Customer Journey Is Fractured
As the cost-of-living crisis reshapes priorities, consumers demand zero friction, instant answers, and real value — every time. Yet 84% say they still put in moderate to high effort just to find help or information.
What’s driving the disconnect?
- 53% cite poor self-service search as their #1 frustration
- 72% will abandon your site after a single negative digital experience
- 43% rely on your search bar the moment they land on your website
Generative Search: From Silent Tool to Strategic Differentiator
While AI tools like ChatGPT are reshaping engagement, search is emerging as the true power player — connecting fragmented experiences into a unified, intuitive journey.
Search is the front door of your digital experience.
🔎 43% go straight to the search bar with intent
🧭 49% say they always fact-check AI-generated answers
🚪 44% will go elsewhere (Google, competitors) if they can’t find what they need
Key Takeaways from the 2025 Report
- Effort Is the New Dealbreaker: Loyalty is fragile. 84% say it’s too hard to find support.
- Hallucinations Are On the Rise: 28% experienced false AI responses (+7pts YoY).
- Trust is Earned Through Relevance: 54% to 48% decline in willingness to share personal data — relevance must now come from behavior, not identity.
- Personalization Without Invasion: Use real-time intent signals (like past clicks or time on page) to serve smarter results without relying on third-party cookies.
Search That Understands, Anticipates, and Delivers
Your users don’t want to scroll. They want answers. Fast.
With unified generative search powered by Retrieval Augmented Generation (RAG):
✅ Connect all customer touchpoints
✅ Deliver secure, contextual, and accurate responses
✅ Eliminate hallucinations and reduce friction
✅ Turn your search bar into a conversion engine
Don’t Let Effort Drive Customers Away
72% leave after a poor self-service experience.
But with generative search grounded in reliable content, your brand can reduce friction, win trust, and guide customers from intent to action — in just a few clicks.
This article is posted at coveo.com
Please fill out the form to access the content