{"id":474803,"date":"2023-05-02T03:21:17","date_gmt":"2023-05-02T10:21:17","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/der-aktuelle-stand-der-customer-experience"},"modified":"2025-06-26T06:54:01","modified_gmt":"2025-06-26T13:54:01","slug":"state-of-cx","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/de-de\/resources\/state-of-cx","title":{"rendered":"Der aktuelle Stand der Customer Experience"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8220;enable&#8220; background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8220; css=&#8220;.vc_custom_1741380335468{background-image: url(https:\/\/www.genesys.com\/media\/genesys-wave-big-right.png?id=560222) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8220;][vc_row background_color=&#8220;bgc-glass&#8220; content_placement=&#8220;middle&#8220; el_class=&#8220;form-card&#8220;][vc_column width=&#8220;1\/2&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h1>Bericht zum aktuellen Stand der Customer Experience<\/h1>\n<p class=\"text-20\">Wir haben 5.232\u00a0Verbraucher und 1.181\u00a0CX-F\u00fchrungskr\u00e4fte zum aktuellen Stand der Customer Experience befragt.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8220;567073&#8243; css=&#8220;&#8220;][\/vc_column][vc_column width=&#8220;5\/12&#8243; offset=&#8220;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init no-bg-form yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Willkommen zur\u00fcck<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Nicht du?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7014X000003AfjeQAC\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/474803?thankyou=474803&page_type=resources&page_attr=Bericht%3BWhite%20paper\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/474803\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"de-de\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/474803\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"474803\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Gesch\u00e4ftliche E-Mail\" placeholder=\"Gesch\u00e4ftliche E-Mail\">\n        <label for=\"fe192\">Gesch\u00e4ftliche E-Mail<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Vorname\">\n        <label for=\"fe190\">Vorname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nachname\">\n        <label for=\"fe191\">Nachname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">Vorstand<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Federf\u00fchrender Partner<\/option><option value=\"Engineer \/ Architect\">Ingenieur\/Architekt<\/option><option value=\"Consultant\">Berater<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Mitarbeiter<\/option><option value=\"Unknown\">Unbekannt<\/option>\n        <\/select>\n        <label for=\"fe219\">Position<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Forderungen<\/option><option value=\"Collections\">Forderungsmanagement<\/option><option value=\"Contact Center Management\">Contact Center-Management<\/option><option value=\"Customer Experience\">Customer\u00a0Experience<\/option><option value=\"Customer Service\">Kundenservice<\/option><option value=\"Ecommerce\/Digital Channels\">E-Commerce\/digitale Kan\u00e4le<\/option><option value=\"Finance\">Finanzen<\/option><option value=\"Human Resources\">Personalwesen<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">IT<\/option><option value=\"IT Architecture\">IT-Architektur<\/option><option value=\"IT Infrastructure\">IT-Infrastruktur<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Betriebs-\/Prozessmanagement<\/option><option value=\"Production Management\">Produktionsleitung<\/option><option value=\"Purchasing\">Kauf<\/option><option value=\"Sales\">Vertrieb<\/option><option value=\"Unknown\">Unbekannt<\/option>\n        <\/select>\n        <label for=\"fe218\">Anwendungsbereiche<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Unternehmensname\">\n        <label for=\"fe193\">Unternehmensname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefon\">\n        <label for=\"fe215\">Telefon<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Land<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Ihre Website\">\n        <label for=\"fe801\">Ihre Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Stadt\">\n        <label for=\"fe226\">Stadt<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Jobtitel\">\n        <label for=\"fe220\">Jobtitel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Bankwesen<\/option><option value=\"Business Services\">Unternehmensdienstleistungen<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energie- und Versorgungsunternehmen<\/option><option value=\"Entertainment\">Unterhaltungsbranche<\/option><option value=\"Government\">Beh\u00f6rden<\/option><option value=\"Insurance\">Versicherungen<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologie<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Sonstige<\/option>\n        <\/select>\n        <label for=\"fe221\">Branche<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">\u2026 informiere mich nur<\/option><option value=\"Gathering business requirements\">\u2026 recherchiere die Anforderungen<\/option><option value=\"Comparing solutions\">\u2026 vergleiche L\u00f6sungen<\/option><option value=\"Ready for a conversation\">\u2026 bin an einem Gespr\u00e4ch interessiert<\/option>\n        <\/select>\n        <label for=\"fe222\">Ich \u2026<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21\u201350<\/option><option value=\"51-100\">51\u2013100<\/option><option value=\"101-300\">101\u2013300<\/option><option value=\"301-500\">301\u2013500<\/option><option value=\"501-1000\">501\u20131000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Kein Contact\u00a0Center<\/option><option value=\"Don't Know\">Ich wei\u00df es nicht<\/option>\n        <\/select>\n        <label for=\"fe225\">Anzahl der Arbeitspl\u00e4tze im Contact Center<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box required\"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Ja. Ich m\u00f6chte per E-Mail oder Telefon \u00fcber Neuigkeiten zu Genesys auf dem Laufenden gehalten werden.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Ich h\u00e4tte es gern, dass mich jemand kontaktiert.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Der aktuelle Stand der Customer Experience\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/474803?thankyou=474803&page_type=resources&page_attr=Bericht%3BWhite%20paper\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Bericht herunterladen\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Bericht herunterladen\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Durch die Bereitstellung Ihrer Informationen erkl\u00e4ren Sie sich mit unseren <a href=\"https:\/\/www.genesys.com\/de-de\/company\/legal-docs\/datenschutzerklaerung\" target=\"_blank\">Datenschutzbestimmungen<\/a> einverstanden<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8220;1\/3&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"h2\">82 %<\/p>\n<p>der Verbraucher geben an, dass ein Unternehmen nur so gut ist wie sein Service[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/3&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"h2\">30 %<\/p>\n<p>der Verbraucher haben im letzten Jahr aufgrund einer schlechten Erfahrung aufgeh\u00f6rt, Gesch\u00e4fte mit einem Unternehmen zu t\u00e4tigen[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/3&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"h2\">41 %<\/p>\n<p>der Verbraucher haben ein Unternehmen nach einem positiven Kundenservice-Erlebnis weiterempfohlen[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8220;2\/3&#8243; offset=&#8220;vc_col-sm-offset-2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  p-0 p-lg-3\" ><div class=\"card-body\"><p class=\"text-32\">41 % der CX-F\u00fchrungskr\u00e4fte geben an, dass die gr\u00f6\u00dfte Herausforderung f\u00fcr ihre CX-Organisation darin besteht, mit den steigenden Kundenerwartungen Schritt zu halten<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column c_sticky=&#8220;yes&#8220; width=&#8220;1\/3&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h2 class=\"h3\">Verbraucher m\u00f6chten, dass ihr Anliegen gel\u00f6st wird \u2013 und zwar schnell<\/h2>\n<p>Finden Sie basierend auf \u00fcber 5.000 globalen Antworten heraus, was Verbrauchern am wichtigsten ist[\/vc_column_text][\/vc_column][vc_column width=&#8220;7\/12&#8243; offset=&#8220;vc_col-sm-offset-1&#8243;]<a class=\"component card w-100 bgc-lgray vertical text-center thumbnail custom-wide  \" href=\"#\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"895\" height=\"394\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/state-of-cx-2025-ss-teaser.png\" alt=\"state-of-cx-2025-ss-teaser\" ><\/div><div class=\"card-body\"><p class=\"text-40 mb-2\" style=\"text-align: center;\">Laden Sie den Bericht herunter, um das vollst\u00e4ndige Diagramm anzuzeigen und zu erfahren, was Verbraucher sch\u00e4tzen<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-center\"><div class=\"small mt-0 btn btn-secondary \" href=\"#\" target=\"\" rel=\"\">Bericht herunterladen<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8220;][vc_row][vc_column width=&#8220;1\/2&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h3>CX-F\u00fchrungskr\u00e4fte bieten nicht die personalisierten, kanal\u00fcbergreifenden Erlebnisse, die Verbraucher sich w\u00fcnschen<\/h3>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/2&#8243;][\/vc_column][\/vc_row][vc_row][vc_column width=&#8220;1\/2&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"h2\">97 %<\/p>\n<p>der Verbraucher geben an, dass es wichtig ist, von einem Kanal zum anderen wechseln zu k\u00f6nnen, ohne Informationen wiederholen zu m\u00fcssen[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/2&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"h2\">84 %<\/p>\n<p>der CX-F\u00fchrungskr\u00e4fte bieten nicht mehrere Kan\u00e4le mit vollst\u00e4ndig integrierter Technologie und nahtlos verbundenen Daten an\u00a0[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8220;1\/3&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h3>CX-F\u00fchrungskr\u00e4fte investieren in die Zukunft<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8220;1\/3&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"h2\">33 %<\/p>\n<p>der CX-Budgets werden voraussichtlich in den n\u00e4chsten 12\u00a0Monaten f\u00fcr KI-gest\u00fctzte Technologie ausgegeben[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/3&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"h2\">57 %<\/p>\n<p>der CX-Technologie befindet sich nicht vollst\u00e4ndig in der Cloud[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/3&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"h2\">33 %<\/p>\n<p>der CX-F\u00fchrungskr\u00e4fte sehen sich mit dem Problem konfrontiert, dass es isolierte Abteilungen mit separaten L\u00f6sungen f\u00fcr den Kundenkontakt gibt[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<a class=\"component-cta-block card w-100 h-100 bgc-glass centered cta-text-start  vc_custom_1742786189860\"  style=\"--ob-bg-mobile:url(https:\/\/www.genesys.com\/media\/state-of-cx-2025-cta-mobile.png);\"  href=\"#\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-4\"><div class=\"content-container\"><h3>Sind Sie bereit, Ihre CX-Strategie zukunftssicher zu machen?<\/h3>\n<p>Erfahren Sie mehr in diesem Bericht mit den wichtigsten Erkenntnissen aus unserer Umfrage unter mehr als 5.000\u00a0globalen Verbrauchern und 1.000\u00a0CX-F\u00fchrungskr\u00e4ften.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Jetzt herunterladen<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section sec_modern_width=&#8220;enable&#8220; background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8220; css=&#8220;.vc_custom_1741380335468{background-image: url(https:\/\/www.genesys.com\/media\/genesys-wave-big-right.png?id=560222) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8220;][vc_row background_color=&#8220;bgc-glass&#8220; content_placement=&#8220;middle&#8220; el_class=&#8220;form-card&#8220;][vc_column width=&#8220;1\/2&#8243;][vc_column_text css=&#8220;&#8220;] Bericht zum aktuellen Stand der Customer Experience Wir haben 5.232\u00a0Verbraucher und 1.181\u00a0CX-F\u00fchrungskr\u00e4fte zum aktuellen Stand der Customer Experience befragt. [\/vc_column_text][vc_single_image image=&#8220;567073&#8243; css=&#8220;&#8220;][\/vc_column][vc_column width=&#8220;5\/12&#8243; offset=&#8220;vc_col-sm-offset-1&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8220;1\/3&#8243;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;] 82 % der Verbraucher geben an, dass ein Unternehmen nur [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":562428,"template":"","tax_priority":[54],"tax_contenttheme":[14882],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[16627,16753],"tax_buyer_persona":[16875],"tax_sector":[17029,16932,16969,16994,17013,17067],"tax_segment":[],"class_list":["post-474803","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_contenttheme-improve-customer-experience-de-de","tax_buying_job-job-1-problem-identification-de-de","tax_buying_job-job-6-consensus-creation-de-de","tax_buyer_persona-business-de-de","tax_sector-retail-de-de","tax_sector-financial-de-de","tax_sector-healthcare-de-de","tax_sector-industrial-de-de","tax_sector-public-de-de","tax_sector-technology-de-de","tax_content_type-report-de-de","tax_content_type-white-paper-de-de"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/474803","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/users\/15"}],"version-history":[{"count":20,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/474803\/revisions"}],"predecessor-version":[{"id":579360,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/474803\/revisions\/579360"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media\/562428"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media?parent=474803"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_priority?post=474803"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme?post=474803"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_bundle?post=474803"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme2?post=474803"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_capability_sitewide?post=474803"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_products_programs?post=474803"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buying_job?post=474803"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buyer_persona?post=474803"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_sector?post=474803"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_segment?post=474803"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}