In today’s competitive market, exceptional customer experience can make or break a subscription business. Last week, I had the privilege of spending a couple of hours with Neville Doughty from the Customer Contact Panel (CCP) and customer experience expert Simon Kissane. We discussed the critical role of customer experience in subscription retention, especially in today’s economic climate.

Nev shared some insightful research on subscription models, revealing that the average household now holds over eight subscriptions. The global market for the digital subscription economy is projected to reach approximately $1.26 trillion by 2025 (Statista 2024), highlighting the growing consumer preference for subscription-based models. With increasing pressure on discretionary spending and new ‘one touch switching’ rules making it easier for customers to switch providers, it’s more important than ever to ensure every customer interaction is positive. You can read the full article from CCP here.