New research from Pegasystems and YouGov highlights growing consumer frustration with outdated, siloed technology that negatively impacts customer experience. 77% of consumers believe businesses should invest in improving interactions, but many feel companies prioritize profits over IT modernization.

Findings from the Study

Customer Experience Is Declining

• 56% of consumers say interacting with businesses today is worse than 10 years ago.

Slow, Inefficient Customer Service

• 63% cite long wait times as their top frustration.
• 51% say repeating information to multiple agents is a major issue.
• 40% report agents lack necessary information due to disconnected systems.

Technical Failures Frustrate Consumers

• 29% say agents blame system outages for poor service.
• 28% experience slow or crashing websites/apps during interactions.

Bad Experiences Drive Customers Away

• 48% warn others about poor service.
• 37% switch to competitors offering better service.

The Cost of Technical Debt

A global Protiviti survey of C-level executives found that 70% see technical debt as a major innovation barrier. In the U.S. alone, managing legacy systems costs an estimated $2.41 trillion annually.

Pega’s Take on the Issue

"Businesses must address technical debt and leverage AI-driven solutions like Pega GenAI Blueprint™ to modernize inefficient systems," said Don Schuerman, CTO, Pega. "Failing to act risks both customer satisfaction and brand reputation."

As consumer demands rise, businesses need to prioritize AI-driven modernization to enhance efficiency, engagement, and customer loyalty in the digital age.