{"id":474803,"date":"2026-07-14T03:21:17","date_gmt":"2026-07-14T10:21:17","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/der-aktuelle-stand-der-customer-experience"},"modified":"2026-07-14T08:51:53","modified_gmt":"2026-07-14T15:51:53","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 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_1781622358216{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8220; el_class=&#8220;hero&#8220;][vc_row content_placement=&#8220;middle&#8220;][vc_column width=&#8220;5\/12&#8243; el_class=&#8220;px-0&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h1>Bericht zum aktuellen Stand der Customer Experience 2026<\/h1>\n<p class=\"text-20\">Steigende Kundenerwartungen treiben Unternehmen dazu an, neue Potenziale im Zeitalter autonomer KI zu erschlie\u00dfen. Dieser Bericht st\u00fctzt sich auf die Aussagen von 5.811\u00a0Verbrauchern und 1.560\u00a0CX- und Unternehmensverantwortlichen aus der ganzen Welt. Er zeigt, wie Vorreiterunternehmen mit KI und innovativen CX-Ans\u00e4tzen Loyalit\u00e4t st\u00e4rken und nachweisbare Gesch\u00e4ftserfolge erzielen.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column background_color=&#8220;bgc-white&#8220; width=&#8220;1\/2&#8243; elemental_order=&#8220;order-2&#8243; el_class=&#8220;form-card px-2&#8243; offset=&#8220;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h2 class=\"h4\">Fordern Sie Ihr Exemplar des Berichts f\u00fcr 2026 an<\/h2>\n<p>[\/vc_column_text]<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=\"701Ht0000025UDbIAM\"><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 anfordern\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Bericht anfordern\" 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_raw_js]JTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnQuanMlMjIlM0UlM0MlMkZzY3JpcHQlM0UlMEElM0NzY3JpcHQlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRmNkbi5qc2RlbGl2ci5uZXQlMkZucG0lMkZjaGFydGpzLXBsdWdpbi1kYXRhbGFiZWxzJTIyJTNFJTNDJTJGc2NyaXB0JTNFJTBBJTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnRqcy1wbHVnaW4tYW5ub3RhdGlvbiUyMiUzRSUzQyUyRnNjcmlwdCUzRSUyMA==[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8220;][vc_row r_gutter_size=&#8220;no-gutters&#8220;][vc_column width=&#8220;1\/12&#8243;][\/vc_column][vc_column width=&#8220;10\/12&#8243;][vc_single_image image=&#8220;632435&#8243; alignment=&#8220;center&#8220; css=&#8220;&#8220; rounded_corners=&#8220;rounded-lg&#8220;][\/vc_column][vc_column width=&#8220;1\/12&#8243;][\/vc_column][\/vc_row][vc_row background_color=&#8220;bgc-glass&#8220; content_placement=&#8220;middle&#8220; disable_element=&#8220;yes&#8220; el_class=&#8220;mt-4 px-2 py-2 rounded-lg&#8220;][vc_column width=&#8220;1\/2&#8243;][vc_column_text css=&#8220;&#8220; el_class=&#8220;banner&#8220;]<\/p>\n<p class=\"h5 mb-0 title\"><img decoding=\"async\" class=\"alignnone size-full wp-image-628907\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" alt=\"\" width=\"28\" height=\"21\" \/>Bericht zum aktuellen Stand der Customer Experience 2026<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/2&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-primary\" href=\"#form\" target=\"\" rel=\"\">Vollst\u00e4ndigen Bericht anfordern<\/a><\/div>[\/vc_column][\/vc_row][vc_row content_placement=&#8220;middle&#8220; el_class=&#8220;mt-4&#8243;][vc_column]<div class=\"component-mini-banner rounded-lg\"><a class=\"inner-banner rounded-lg bgc-glass\" href=\"#\"><div class=\"banner-row d-flex flex-wrap\"><div class=\"media-row\"><div class=\"media-col\"><div class=\"banner-img-container\"><img decoding=\"async\" class=\"rounded banner-img\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" height=\"21\" width=\"28\" alt=\"Book functional icon\"><\/div><\/div><\/div><div class=\"content-row d-flex align-items-center\"><div class=\"content-col d-flex flex-column\"><p class=\"h5 mb-0 title\">Globaler Bericht zum Stand der Customer Experience 2026<\/p><\/div><div class=\"btn-container mt-0\"><div class=\"btn btn-secondary small chevron\">Vollst\u00e4ndigen Bericht anfordern<\/div><\/div><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8220;bgc-white&#8220; flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8220; el_class=&#8220;pt-3&#8243;][vc_row][vc_column width=&#8220;1\/3&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h3>Verbraucher messen Sie an ihren besten Erfahrungen<\/h3>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8220;2\/3&#8243;][\/vc_column][\/vc_row][vc_row content_placement=&#8220;top&#8220; el_class=&#8220;pb-2&#8243;][vc_column width=&#8220;1\/3&#8243;][vc_raw_html 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css=&#8220;&#8220;]PGRpdiBjbGFzcz0iY2hhcnQtY29sdW1uIj4KICAgIDxkaXYgaWQ9ImRvbnV0LWNvbnRhaW5lci0zIiBjbGFzcz0iIj4KICAgICAgICA8Y2FudmFzIGlkPSJkb251dC0zIiB3aWR0aD0iMTgwIiBoZWlnaHQ9IjE4MCI+PC9jYW52YXM+CiAgICAgICAgIDxkaXYgY2xhc3M9ImRvbnV0LWNlbnRlciI+PC9kaXY+CiAgICA8L2Rpdj4KICAgIDxkaXYgY2xhc3M9ImNoYXJ0LXN0YXQiPgogICAgICAgIDxwIGNsYXNzPSJoMyI+ODXCoCU8L3A+CnJlZHV6aWVydGVuIG5hY2ggZWluZW0gbmVnYXRpdmVuIEVybGVibmlzIGlocmUgQXVzZ2FiZW4gb2RlciBrYXVmdGVuIG5pY2h0IG1laHIgYmVpIGRlbSBVbnRlcm5laG1lbgogICAgICAgIDwvZGl2Pgo8L2Rpdj4=[\/vc_raw_html][\/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%7D%5D&#8220;][vc_row el_class=&#8220;pb-2&#8243;][vc_column width=&#8220;1\/2&#8243; offset=&#8220;vc_col-sm-offset-3&#8243;][vc_column_text css=&#8220;&#8220; el_class=&#8220;center-heading&#8220;]<\/p>\n<h2 style=\"text-align: center;\">Eine veraltete Infrastruktur ist die gr\u00f6\u00dfte Herausforderung f\u00fcr CX-Verantwortliche<\/h2>\n<p class=\"text-18\" style=\"text-align: center;\">Zum ersten Mal seit 2023 stellt eine veraltete Infrastruktur die gr\u00f6\u00dfte Herausforderung f\u00fcr die Customer Experience dar\u00a0\u2013 und gef\u00e4hrdet vernetzte Customer Journeys sowie die Skalierung von KI.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=&#8220;middle&#8220;][vc_column width=&#8220;5\/12&#8243;][vc_column_text css=&#8220;&#8220; el_class=&#8220;list-item&#8220;]<\/p>\n<h3>Isolierte Systemlandschaften bremsen die CX aus<\/h3>\n<ul>\n<li>Veraltete CX-Systeme sind laut CX-Verantwortlichen die gr\u00f6\u00dfte operative Herausforderung.<\/li>\n<li>48\u00a0% der Unternehmen geben bereits erfasste Kundeninformationen nicht an Servicemitarbeiter weiter.<\/li>\n<li>CX-Verantwortliche sehen in einer \u00fcberholten Infrastruktur ihre gr\u00f6\u00dfte betriebliche H\u00fcrde.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/2&#8243; offset=&#8220;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8220;632458&#8243; css=&#8220;&#8220;][\/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%7D%5D&#8220; el_class=&#8220;pb-2&#8243;][vc_row][vc_column width=&#8220;5\/12&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<h3>KI ver\u00e4ndert die Erwartungen der Verbraucher<\/h3>\n<p class=\"text-18\">Verbraucher gew\u00f6hnen sich durch den t\u00e4glichen Einsatz von KI an einen neuen Standard: schnelle Antworten und nahtlose Interaktionen ohne wiederholte Erkl\u00e4rungen.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8220;1\/3&#8243;][vc_raw_html 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background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8220;][vc_row content_placement=&#8220;middle&#8220;][vc_column width=&#8220;5\/12&#8243;][vc_column_text css=&#8220;&#8220; el_class=&#8220;list-item&#8220;]<\/p>\n<h3>Agentische KI macht eine Neuausrichtung der CX erforderlich<\/h3>\n<ul>\n<li>Vier von zehn CX-Organisationen nutzen schon heute agentische KI.<\/li>\n<li>CX-Verantwortliche planen, im Durchschnitt 30\u00a0% ihres Kundenservice-Budgets in KI-gest\u00fctzte CX-Technologien zu investieren.<\/li>\n<li>KI-Initiativen, die nicht erfolgreich skaliert wurden, gelten als die zweitwichtigste H\u00fcrde f\u00fcr durchg\u00e4ngige Kundenerlebnisse.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/2&#8243; offset=&#8220;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8220;632459&#8243; css=&#8220;&#8220;][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8220;][vc_row content_placement=&#8220;middle&#8220;][vc_column width=&#8220;1\/2&#8243; elemental_order=&#8220;order-2&#8243;][vc_single_image image=&#8220;632460&#8243; css=&#8220;&#8220;][\/vc_column][vc_column width=&#8220;5\/12&#8243; offset=&#8220;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8220;&#8220; el_class=&#8220;list-item&#8220;]<\/p>\n<h2>Wie wichtig ist es, den Kanal wechseln zu k\u00f6nnen, ohne sich wiederholen zu m\u00fcssen?<\/h2>\n<p class=\"text-18\">F\u00fcr 95\u00a0% der Verbraucher ist es wichtig, dass Informationen \u00fcber alle Kan\u00e4le hinweg verf\u00fcgbar bleiben. Die Mehrheit bezeichnet dies sogar als extrem wichtig. Ob Kunden loyal bleiben, h\u00e4ngt oft davon ab, wie nahtlos \u00dcbergaben im Serviceprozess funktionieren.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8220;][vc_row content_placement=&#8220;middle&#8220;][vc_column width=&#8220;1\/2&#8243; elemental_order=&#8220;order-2&#8243;][vc_single_image image=&#8220;632461&#8243; css=&#8220;&#8220; rounded_corners=&#8220;rounded-lg&#8220;][\/vc_column][vc_column width=&#8220;5\/12&#8243; offset=&#8220;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8220;&#8220; el_class=&#8220;list-item&#8220;]<\/p>\n<h2>Der Weg in die Zukunft<\/h2>\n<p class=\"text-18\">Der Weg in die Zukunft f\u00fchrt \u00fcber vernetzte L\u00f6sungen. Deshalb investieren f\u00fchrende Unternehmen in CX-Plattformen, die Menschen, Systeme, Daten und KI zusammenbringen. Wenn der Kontext dem Kunden folgt, kann KI effektiv handeln\u00a0\u2013 und jede Interaktion st\u00e4rkt die Kundenbindung statt sie zu schw\u00e4chen.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8220;enable&#8220; flair=&#8220;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8220; css=&#8220;.vc_custom_1781626722241{margin-top: 40px !important;margin-bottom: 80px !important;background-image: url(https:\/\/www.genesys.com\/media\/quote-section_image.png?id=629572) !important;}&#8220; el_class=&#8220;quote-section&#8220;][vc_row min_height=&#8220;757px&#8220;][vc_column background_color=&#8220;bgc-glass&#8220; width=&#8220;3\/4&#8243; css=&#8220;.vc_custom_1781626514825{padding-top: 32px !important;padding-right: 32px !important;padding-bottom: 32px !important;padding-left: 32px !important;}&#8220;][vc_column_text ct_style=&#8220;stat&#8220; css=&#8220;&#8220;]<\/p>\n<p class=\"text-32\">Mit einer integrierten CX-Plattform lassen sich KI, Kundendaten, Kommunikationskan\u00e4le und Prozesse nahtlos verkn\u00fcpfen. So erhalten Teams den notwendigen Kontext, um effizient zu arbeiten und Aktivit\u00e4ten system\u00fcbergreifend zu koordinieren.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[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; css=&#8220;.vc_custom_1781622358216{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8220; el_class=&#8220;hero&#8220;][vc_row content_placement=&#8220;middle&#8220;][vc_column width=&#8220;5\/12&#8243; el_class=&#8220;px-0&#8243;][vc_column_text css=&#8220;&#8220;] Bericht zum aktuellen Stand der Customer Experience 2026 Steigende Kundenerwartungen treiben Unternehmen dazu an, neue Potenziale im Zeitalter autonomer KI zu erschlie\u00dfen. Dieser Bericht st\u00fctzt sich auf die Aussagen von 5.811\u00a0Verbrauchern und 1.560\u00a0CX- und Unternehmensverantwortlichen aus der ganzen Welt. Er [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":632435,"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":632730,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/474803\/revisions\/632730"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media\/632435"}],"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}]}}