26 Media Companies Customer Experience Statistics That Drive Revenue Growth in 2025

Key Takeaways

• Customer experience drives business outcomes – Companies focusing on CX experience an 80% increase in revenue, while customer-obsessed organizations achieve 41% faster revenue growth than competitors
• Personalization is no longer optional – 88% of consumers are more likely to continue engaging with brands that offer personalized experiences, and 60% become repeat buyers after personalized interactions
• The CX gap represents opportunity – Only 3% of companies are truly customer-obsessed, yet these leaders see 51% better customer retention, creating significant competitive advantage for media firms that invest properly
• Technology integration separates winners from losers – With 86% of consumers leaving brands after poor experiences, unified ERP and customer data platforms become essential infrastructure

Understanding the Customer Experience Market

1. Global CX management market reaches $15.55 billion (2025)

The customer experience management market was estimated at $15.55B in 2025, reflecting sustained enterprise investment in CX technologies and platform consolidation. For media companies, this growth reflects the critical need for unified systems connecting content delivery, subscriber management, and customer service into cohesive experiences that drive loyalty. Source: Grand View Research

2. CX market projected to reach $47.72 billion by 2033

Grand View Research projects the market will reach $47.72B by 2033 at a 15.2% CAGR (2026–2033), representing a 15.8% CAGR. This trajectory indicates organizations not investing in CX infrastructure now will face increasingly difficult competitive landscapes. Media companies benefit from early adoption of integrated platforms like NetSuite ERP providing foundation for CX excellence. Source: Grand View Research

3. 80% of organizations expect to compete mainly based on CX

Research indicates 80% of businesses expect to compete primarily on customer experience rather than price or product alone. This fundamental shift means media organizations must prioritize CX investments as core business strategy. Companies treating customer experience as a competitive differentiator gain sustainable advantages in crowded markets. Source: Zendesk

4. 44.5% of organizations identify CX as primary competitive differentiator

Nearly 45% of organizations globally now consider customer experience their primary competitive differentiator, outpacing product innovation and pricing strategies. For media companies navigating subscription fatigue and content commoditization, this underscores that how audiences experience your brand matters as much as content itself. Source: Statista

5. North America holds 42.4% of CX management market share (2025)

North America accounted for 42.4% of global share in 2025, customer experience management market share. This regional dominance reflects higher adoption rates and willingness to invest in digital transformation. Media companies operating primarily in North American markets benefit from partners experienced in regional business requirements and compliance standards. Source: Grand View Research

The Financial Impact of Customer Experience

6. CX-focused companies experience 80% revenue increase

Companies that prioritize customer experience see an 80% increase in revenue compared to organizations that neglect CX investments. For media firms, this translates directly to subscription growth, advertising revenue, and audience lifetime value. The revenue impact demonstrates why CX initiatives deserve executive-level attention and appropriate budget allocation. Source: Zippia

7. Customer experience improvements deliver 42% better retention

Organizations improving customer experience achieve 42% improvement in retention, 33% improvement in customer satisfaction, and 32% increase in cross-selling opportunities. For subscription-based media businesses, retention improvements create compounding value over customer lifetimes. These metrics justify investments in NetSuite automation that streamline customer interactions. Source: Keap

8. Personalization lifts revenue 10–15% and shapes expectations

McKinsey reports personalization often drives 10–15% revenue lift, while 71% of consumers expect personalized interactions and 76% get frustrated when they don’t happen. For media companies battling subscriber churn in competitive streaming and content markets, these improvements represent significant revenue preservation. Churn reduction delivers immediate bottom-line impact while building sustainable audience relationships. Source: McKinsey

9. Customer-obsessed companies achieve 41% faster revenue growth

Only 3% of companies qualify as truly customer-obsessed, yet these organizations reported 41% faster revenue growth, 49% faster profit growth, and 51% better customer retention than competitors. This stark contrast highlights the competitive advantage available to media companies willing to commit fully to customer-centric operations and technology investments. Source: Forrester

10. Great CX delivers 4-8% higher revenue than industry average

Brands that deliver exceptional customer experiences achieve revenue growth 4-8% higher than their industry average. For media companies, this premium represents the difference between market leadership and also-ran status. Consistent outperformance compounds over time, creating sustainable competitive moats through superior customer relationships. Source: Bain & Company

11. Customers pay 16% price premium for positive experiences

Consumers willingly pay up to a 16% price premium for positive customer experiences. Media companies can leverage this willingness through premium subscription tiers, exclusive content access, and enhanced service levels. The price premium opportunity demonstrates CX investments generate returns through both retention and monetization improvements. Source: PwC

Customer Behavior and Expectations

12. 73% consider experience important in purchasing decisions

Research shows 73% of consumers point to experience as an important factor in purchasing decisions. For media subscriptions specifically, this means sign-up process, content discovery, customer support, and account management all influence whether audiences choose and stay with your platform. Every touchpoint matters in the customer journey. Source: PwC

13. 86% leave brands after two to three poor experiences

Consumer tolerance for poor experiences has reached critical lows, with 86% of consumers saying they would leave a brand after only two to three poor customer service experiences. Media companies operating with disconnected systems and inconsistent service delivery face severe customer attrition risk. Unified platforms ensuring consistent experiences across touchpoints become essential infrastructure. Source: Emplifi

14. 49% left brands due to poor CX in past six months

Nearly half—49% of customers—who left a brand they'd been loyal to in the past six months cite poor customer experience as the reason. This demonstrates loyalty cannot be assumed; it must be continuously earned through excellent experiences. Media companies with aging systems or fragmented customer data face significant defection risk. Source: Zendesk

15. Quick problem resolution increases loyalty 2.4x

Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly. This multiplier effect means speed-to-resolution deserves prioritization in customer service strategy. Media companies benefit from SuiteCommerce customer portals that enable self-service resolution and streamlined support workflows. Source: Forrester

16. 65% find positive CX more influential than advertising

Consumer research reveals 65% of shoppers find positive customer experience more influential than great advertising. For media companies investing heavily in audience acquisition marketing, this suggests rebalancing budgets toward CX improvements may deliver superior returns. Word-of-mouth from satisfied customers often outperforms paid media. Source: PwC

The Personalization Imperative

17. 88% continue engaging with personalized experiences

Consumer preference data shows 88% of online users are more likely to continue engaging with brands that offer personalized experiences. For media companies, personalization spans content recommendations, communications, offers, and account experiences. Achieving true personalization requires unified customer data platforms connecting behavioral signals across touchpoints. Source: Business Wire

18. 63% are more open to sharing data with brands they truly value

PwC found 63% would be more open to sharing personal data with a product/service they truly value — a key enabler for personalization. Media companies treat personalization as optional risk appearing behind times compared to competitors delivering tailored experiences. Modern audiences assume their viewing history, preferences, and context inform every interaction. Source: PwC

19. 60% become repeat buyers after personalized experiences

When customers receive personalized purchasing experiences, 60% become repeat buyers. This conversion rate demonstrates personalization's role in building sustainable customer relationships rather than one-time transactions. For media subscriptions, personalized onboarding and ongoing content recommendations drive engagement that prevents churn. Source: Twilio

20. 77% choose, recommend, or pay more for personalized brands

Consumer behavior research shows 77% have chosen, recommended, or paid more for brands that provide personalized service or experiences. This preference influences both acquisition and retention, making personalization capabilities a competitive necessity. Media companies leveraging NetSuite CRM gain unified customer profiles enabling true personalization at scale. Source: Forrester

21. Exceptional experiences increase spending by 140%

Customers who enjoyed exceptional past experiences exhibited a 140% increase in spending compared to those who encountered less favorable experiences. This dramatic spending differential demonstrates revenue potential of experience excellence. Media companies can capture this value through premium tiers, merchandise, events, and expanded content offerings to satisfied customers. Source: Harvard Business Review

Industry Investment and Priorities

22. 80% of leaders increasing CX budgets

Executive commitment to customer experience continues strengthening, with 80% of leaders planning to increase customer service budgets over next year. This investment trend signals competitors are actively improving CX capabilities. Media companies maintaining static CX investments risk falling behind rapidly advancing competitor capabilities and rising customer expectations. Source: Zendesk

23. 90% of businesses prioritize CX

Across industries, 90% of businesses have stated they have made customer experience their primary focus. This near-universal prioritization means CX excellence represents table stakes rather than differentiation in many sectors. Media companies must not only prioritize CX but execute exceptionally to stand out from competitors making similar commitments. Source: Forbes Media LLC

24. CX ranks as top 5-year priority for 45.9%

When asked about long-term priorities, 45.9% of businesses named CX their top 5-year priority—beating out product development at 33.6% and pricing at 20.5%. This prioritization hierarchy indicates sustainable competitive advantage increasingly depends on customer experience rather than traditional product or price leadership strategies. Source: SuperOffice

The CX Quality Challenge

25. CX quality at unprecedented three-year low

Despite increased investment, CX quality among brands in the US sits at all-time low after declining for an unprecedented third consecutive year. This paradox suggests spending alone doesn't guarantee results—execution quality and technology integration matter enormously. Media companies need partners who specialize in connecting systems rather than just implementing software. Source: Forrester

26. 57% concerned about AI replacing human interaction

Consumer research reveals 57% of consumers' top concern when interacting with companies through AI is being unable to interact with humans when needed. As media companies implement AI-powered recommendation engines and chatbots, maintaining human escalation paths becomes essential for satisfaction. Technology should augment rather than replace human connection. Source: Gartner

Technology Solutions for Media CX Excellence

Modern media companies require integrated technology platforms that unify customer data across content delivery, subscriber management, advertising operations, and customer service. Disconnected systems create the fragmented experiences that drive customer defection.

NetSuite for media provides unified simplicity, automated dynamism, and easy data access that media firms need. The platform connects financial operations, customer relationships, and operational workflows into a single source of truth enabling consistent customer experiences across every touchpoint.

For media companies selling directly to consumers, SuiteCommerce creates customer portals your audiences will actually enjoy using. Our team specializes in storefront UX, order flows, and getting most from native tools—and we've already solved common media industry challenges with our 35+ pre-built apps.

Organizations requiring multi-channel selling capabilities benefit from BigCommerce integration with existing ERP systems. As BigCommerce Certified Partners, we build custom stores that grow with your business—combining sleek design, ERP integration, SEO, and B2B portals for merchandise and content commerce.

Implementing CX Excellence

Success in customer experience requires more than technology—it demands organizational commitment, process redesign, and continuous optimization. Media companies should approach CX transformation as ongoing capability building rather than one-time projects.

Start by mapping current customer journeys to identify friction points and inconsistencies. Evaluate where disconnected systems create data gaps that prevent personalization. Assess whether customer service teams have tools and information needed to resolve issues quickly.

Our 30-Minute Fix consultation helps media companies identify quick wins and strategic priorities for CX improvement. We bring industry-specific knowledge from working with media organizations facing similar challenges—so you benefit from lessons learned rather than reinventing solutions.

Frequently Asked Questions

What is the average customer retention improvement from CX investments?

Organizations improving customer experience typically achieve 42% better retention according to industry research. This improvement compounds over time as retained customers generate ongoing revenue and referrals. Media companies with subscription models benefit especially from retention improvements given high subscriber acquisition costs.

How does personalization affect customer lifetime value in the media?

Personalization drives significant lifetime value increases, with 60% of customers becoming repeat buyers after personalized experiences and 140% spending increases among customers with exceptional past experiences. Media companies achieve these results through personalized content recommendations, targeted communications, and customized account experiences.

What percentage of customers will leave after poor experiences?

Research shows 86% of consumers would leave a brand after two to three poor customer service experiences. Additionally, 49% of customers who left a previously loyal brand in the past six months cited poor CX. These statistics underscore the importance of consistent experience quality across touchpoints.

How can media companies balance AI automation with human connection?

The key is viewing AI as augmentation rather than replacement. Research shows 57% of consumers' top concern with AI is inability to reach humans when needed. Successful media companies implement AI for personalization and routine inquiries while maintaining clear escalation paths to human support.

What ROI can media companies expect from CX technology investments?

Companies focusing on customer experience see 80% revenue increase, while customer-obsessed organizations achieve 41% faster revenue growth than competitors. These returns justify significant CX technology investments when implemented properly with experienced partners who ensure systems integrate effectively and deliver intended outcomes.