New CX Research from Execs In The Know Shows Accelerated Adoption of Self-Help Solutions, Though Consumers Continue to Demand Easy Access to Live Assistance

▤ Summary

Execs In The Know released its 2025 CX Leaders Trends & Insights: Consumer Edition report. The research shows younger consumers are shifting toward text-based and self-help channels while still wanting easy access to live agents for complex issues. It also finds that self-help adoption has risen sharply, but many users abandon tools because of poor usability or weak outcomes. The report adds new DEI findings and says many consumers would avoid doing business with brands that conflict with their views on DEI. The research points to hybrid customer care models that combine speed, empathy, and inclusive service.

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