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Your customers have rising expectations — but are you rising to the challenge of meeting them where they are? Keeping pace with changing customer expectations is the greatest challenge facing the customer experience (CX) market today, according to the CX Leaders surveyed in “The State of Customer Experience” global research report.
Other than phone calls, consumers worldwide are generally less satisfied with CX channels than those in previous years. Just 43% of consumers said they felt like a highly valued and appreciated customer following a service interaction. And 31% said they’ve stopped using a company after a negative interaction in the past year.
Personalization is one area where most organizations are falling short. Just 35% of surveyed CX leaders say their company offers a highly personalized experience today. And in a recent survey by FT Longitude, 54% of banking leaders say they aim to provide a personalized experience — but it often appears to customers as generic.
Failing to provide true personalization comes at a tremendous cost. More than 80% of consumers say they’d purchase additional items from companies that consistently personalize the experience, according to “The State of Customer Experience.” Seventy-nine percent say they’d recommend the company to a friend or colleague. And 56% say they’d pay a slightly higher price (64% of millennials and Gen Z).
Your employees also want a personalized experience — one that provides the knowledge to be successful, the tools to be empowered and the inspiration to drive customer loyalty. In fact, the report found that contact center employee experience (EX) is emerging as the No. 1 CX priority for business leaders.
To create personalized experiences for your customers and employees, combine the power of your people and Genesys technology — across channels, interactions, knowledge, data and systems — in real time. Coordinate every touchpoint and interaction based on the experience you want your employees and customers to have. Leverage innovations delivered through the cloud at a high velocity that have never been possible with on-premises technologies.
Join us at Xperience 2023 in Denver and discover a bold new way to deliver empathetic, personalized experiences at scale. Here’s just a glimpse of what you can expect this June at the CX event of the year.
