The gap between promise and
delivery is growing
The gap between promise and
delivery is growing
The gap between promise and delivery is growing
For 2025, we see a widening gap between what brands promise and what customers actually experience. How does your brand stack up, and how can you close the gap?
For 2025, we see a widening gap between what brands promise and what customers actually experience. How does your brand stack up, and how can you close the gap?
For 2025, we see a widening gap between what brands promise and what customers actually experience. How does your brand stack up, and how can you close the gap?
of brands do not
deliver on promises.
of brands do not
deliver on promises.
of brands do not
deliver on promises.
of consumers will stop buying from
a brand after a single bad experience.
of consumers will stop buying from
a brand after a single bad experience.
of consumers will stop buying from
a brand after a single bad experience.
How to move from promise to proof
How to move from promise to proof
How to move from promise to proof
01
01
01
Deliver a consistent, quality experience
Deliver a consistent, quality experience
Deliver a consistent, quality experience
A unified, reliable experience builds trust at every moment and ensures your brand shows up the way customers expect.
A unified, reliable experience builds trust at every moment and ensures your brand shows up the way customers expect.
A unified, reliable experience builds trust at every moment and ensures your brand shows up the way customers expect.
02
02
02
Master personalization
Master personalization
Using data with intention, we can deliver relevance at scale, meeting each customer with what they need in the moment.
Using data with intention, we can deliver relevance at scale, meeting each customer with what they need in the moment.
Using data with intention, we can deliver relevance at scale, meeting each customer with what they need in the moment.
03
03
03
Create an emotional connection
Create an emotional connection
Create an emotional connection
When experiences are human, they spark meaning, turning simple interactions into lasting relationships.
When experiences are human, they spark meaning, turning simple interactions into lasting relationships.
When experiences are human, they spark meaning, turning simple interactions into lasting relationships.
A Global CX Study
A Global CX Study
A Global CX Study
Methodology
Methodology
59,000+
Consumers Surveyed
8
Key Market
580+
Brands Evaluated
France
France
France
Germany
Germany
Germany
India
India
India
Mexico
Mexico
Mexico
USA
USA
USA
UK
UK
UK
Spain
Spain
Spain
Portugal
Portugal
Portugal
Top performing brands in each market
Top performing brands in each market
See how the highest performing brands in the X Index are winning with customers and closing the gap
See how the highest performing brands in the X Index are winning with customers and closing the gap
Top performing brands in each market
See how the highest performing brands in the X Index are winning with customers and closing the gap
"For brands, loyalty can only be earned by delivering unwavering consistency, authentic personal connection, and experiences that create lasting emotional memories."
"For brands, loyalty can only be earned by delivering unwavering consistency, authentic personal connection, and experiences that create lasting emotional memories."
"For brands, loyalty can only be earned by delivering unwavering consistency, authentic personal connection, and experiences that create lasting emotional memories."
David Shulman
David Shulman
David Shulman
Global CEO, Havas CX
Global CEO, Havas CX
Global CEO, Havas CX
Want to see how your brand stacks up?
Want to see how your brand stacks up?
Want to see how your brand stacks up?
Explore the top brands across the globe setting the standard for consistency, personalization, and emotional connection.
Explore the top brands across the globe setting the standard for consistency, personalization, and emotional connection.
Explore the top brands across the globe setting the standard for consistency, personalization, and emotional connection.
C976A3