2025 State of Digital Experience Report
Uncovering the hidden costs of poor digital experience
In today’s economy, exceptional and engaging digital experiences have become the make-or-break differentiator across all customer-facing industries. However, delivering those experiences has become increasingly complex due to the rise of the 24/7 economy, proliferation of diverse devices, and increasingly rich feature sets.
Conviva’s State of Digital Experience report for 2025 draws insights from 37 million users and 223 million user sessions, representing 258 billion events, to analyze consumer response to poor experience. Read the report today for actionable insights to help your businesses thrive in an era where attention is the most valuable currency.
THE ATTENTION ECONOMY
Higher expectations = less consumer patience.
Consumers today face an overwhelming number of choices, yet have less time and limited attention spans, creating fierce competition for their engagement. This has created an “attention economy,” where users lose patience if digital services aren’t perfect from the outset, shifting their attention—and spending—elsewhere.
To prevent customers from straying to competitors, companies introduce new digital services, progressively enhancing their apps with more features, until what was recently considered a novelty quickly becomes a basic norm. The new features bring increasing complexity to system performance, leading to more room for degradation of digital experience.
As consumer expectations have increased, however, their patience for poor digital experiences has rapidly diminished. There is now a clear “patience equation,” whereby every 1% degradation in quality of experience leads to a 1% increase in customer churn.
BUSINESS CONSEQUENCES
91% of consumers have encountered a digital-experience-impacting issue in the past 12 months.
Consumers most frequently encounter issues that affect the basic accessibility of digital services, such as the performance and availability of a website or app. Looking at just app crashes and slow load times, 40% of users have at least one problem per week, with 15% reporting ten or more issues. When consumers face these frustrations repeatedly, they are far less likely to return, leading to long-term revenue loss and declining brand reputation.
However, the reverse of these trends and consequences is also true. Brands that consistently deliver seamless, high-quality digital experiences are rewarded with stronger customer loyalty, increased customer engagement, and higher lifetime value. For example, 93% of users will return within the next seven days when they have great experience with a video streaming service.
THE CONVIVA PLATFORM
Bridging the digital experience gap.
To remain competitive in the attention economy, businesses must adopt a more fine-grained approach to analyzing and addressing their customers’ digital experiences. Conviva’s platform offers businesses the analytics and automation solutions that deliver an outside-in perspective on digital experiences, pinpointing on how cohorts of customers with shared attributes (e.g., device, app version, location) interact with and navigate their user journeys. With Conviva’s powerful tools, companies can surface precise insights and automate improvements when the experience or engagement deviates from the norm. This is your best bet for understanding customer interactions, securing their attention, maximizing engagement, and achieving desired business outcomes.