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When it comes to customer experience, the best stories are those that give customers a personalized omnichannel journey. And leading companies are undergoing a CX transformation to deliver those experiences at scale – leveraging world-class technologies and empowering employees with the tools they need to excel.
Knowing what customers want – and where customer experience is lagging – can help you know where to focus efforts this year. This blog looks at the top statistics every CX leader needs to know to gain a competitive advantage in 2023 and beyond.
Efficient, personalized experiences win loyalty and trust. Your experience is your brand. Yet the data shows we’re transforming too slowly — and that tells customers they’re not a priority. It’s time to close the gap.
We’re competing for contact center talent based on the quality of our workplace culture and career development opportunities. Contact center employees need great technology to be successful in every interaction. They also need a progressive program of skills building and leadership development to keep them motivated over the long term.
The future of customer experience is an open, composable platform that allows for rapid innovation, data integration and access to the ecosystem.
The moral of this data story: In 2023 and beyond, organizations will win with empathy. That is, they’ll outpace competitors when they provide customer journeys that are both frictionless and relevant, engage their employees through personalized learning and development that advances their careers, and harness agile technologies that support both.
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