{"id":580458,"date":"2025-07-03T06:40:15","date_gmt":"2025-07-03T13:40:15","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/jahresrueckblick-was-ist-bei-cx-schief-gelaufen"},"modified":"2025-07-03T06:44:34","modified_gmt":"2025-07-03T13:44:34","slug":"year-in-review-what-went-wrong-in-cx","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/de-de\/webinars\/year-in-review-what-went-wrong-in-cx","title":{"rendered":"Jahresr\u00fcckblick: Was ist bei CX schief gelaufen?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8220;enable&#8220; par_bg=&#8220;enable&#8220; background_color=&#8220;bgc-lgray&#8220; m_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 content_placement=&#8220;middle&#8220;][vc_column width=&#8220;1\/2&#8243;][vc_column_text css=&#8220;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8220;]<\/p>\n<p class=\"pre_h1\">On-demand Webinar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8220;.vc_custom_1744754956978{margin-bottom: 20px !important;}&#8220;]<\/p>\n<h1 class=\"h2\">Das Jahr im R\u00fcckblick:<br \/>\nWas lief bei CX schief?<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8220;&#8220;]Erfahren Sie, was bei der Customer Experience (CX) im Jahr 2024 schief gelaufen ist und wie Sie Ihre Strategie auf die wahren Kundenw\u00fcnsche im Jahr 2025 ausrichten k\u00f6nnen.[\/vc_column_text]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">Sehen Sie sich dieses Webinar an, um:<\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li>sich einen \u00dcberblick \u00fcber die ver\u00e4nderten Erwartungen der Verbraucher zu verschaffen.<\/li>\n<li>zu sehen, wie KI und cloudbasierte Plattformen die CX ver\u00e4ndern k\u00f6nnen.<\/li>\n<li>zu lernen, wie Sie Best Practices f\u00fcr die Bereitstellung von personalisierten, nahtlosen Erlebnissen nutzen k\u00f6nnen.<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][vc_column width=&#8220;1\/2&#8243; el_id=&#8220;form&#8220; offset=&#8220;vc_col-lg-offset-1 vc_col-lg-5&#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 webinarform 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=\"701Ht000001CSkOIAW\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/580458?thankyou=580458&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/580458\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input 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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=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><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=\"Jetzt ansehen\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Jetzt ansehen\" 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 sec_modern_width=&#8220;enable&#8220; content_placement=&#8220;middle&#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 background_color=&#8220;bgc-lgray&#8220; width=&#8220;7\/12&#8243;][vc_row_inner css=&#8220;.vc_custom_1742491904802{margin-top: 5px !important;margin-right: 5px !important;margin-bottom: 5px !important;margin-left: 5px !important;}&#8220;][vc_column_inner][vc_column_text css=&#8220;&#8220;]<\/p>\n<h4 style=\"text-align: left;\">Overview<\/h4>\n<p>[\/vc_column_text][vc_column_text css=&#8220;&#8220;]Die Erwartungen der Kunden entwickeln sich st\u00e4ndig weiter, aber nicht alle Unternehmen halten Schritt.\u202fLaut dem Bericht &#8222;The State of Customer Experience&#8220; legen 72 % der befragten Verbraucher Wert darauf, sich bei der Interaktion mit einer bevorzugten Marke verstanden zu f\u00fchlen. Dennoch geben nur 16 % der befragten CX-F\u00fchrungskr\u00e4fte an, dass sie Omnichannel-Service anbieten &#8211; ein Schl\u00fcssel zur Schaffung m\u00fcheloser und personalisierter Erlebnisse.<\/p>\n<p><strong>Erf\u00fcllen Sie die Kundenanforderungen, um die Loyalit\u00e4t zu f\u00f6rdern?<\/strong><\/p>\n<p>Begleiten Sie Shep Hyken und Harry Folloder, wenn sie die wichtigsten CX-L\u00fccken f\u00fcr 2024 aufdecken und L\u00f6sungen aus dem Bericht &#8222;The State of Customer Experience&#8220; vorstellen.\u202fAu\u00dferdem erfahren Sie, wie Sie Ihre Strategie auf die wahren Kundenw\u00fcnsche abstimmen k\u00f6nnen.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8220;&#8220;]<\/p>\n<h4 style=\"text-align: center;\">Unsere vorgestellten CX-Experten<\/h4>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=&#8220;.vc_custom_1742491936595{margin-top: 5px !important;margin-right: 5px !important;margin-bottom: 5px !important;margin-left: 5px !important;}&#8220;][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;562680&#8243; alignment=&#8220;center&#8220; css=&#8220;.vc_custom_1742490157033{margin-bottom: 35px !important;}&#8220; si_max_width=&#8220;250&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<p style=\"font-weight: 400; text-align: center;\"><strong>Shep Hyken<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"font-weight: 400; text-align: center;\">Author, Speaker and CX expert<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;562681&#8243; alignment=&#8220;center&#8220; css=&#8220;.vc_custom_1742490348067{margin-bottom: 35px !important;}&#8220; si_max_width=&#8220;250&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<p style=\"text-align: center;\"><strong>Harry Folloder<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\">Chief Digital and Technology Officer, Alorica<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8220;1\/12&#8243;][\/vc_column][vc_column width=&#8220;1\/3&#8243;]<a class=\"component card w-100 bgc-glass-dark vertical text-center thumbnail   \" href=\"https:\/\/www.genesys.com\/de-de\/resources\/state-of-cx\" target=\"_blank\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"820\" height=\"464\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/state-of-cx-mm-notext.png\" alt=\"state-of-cx-mm-notext\" ><\/div><div class=\"card-body\"><p>Das Webinar enth\u00e4lt datengest\u00fctzte Erkenntnisse aus dem Bericht \u201e<strong>The State of Customer Experience<\/strong>\u201c.<\/p>\n<p>Laden Sie diesen Bericht mit den wichtigsten Erkenntnissen aus unserer Umfrage unter mehr als 5.000 globalen Verbrauchern und 1.000 CX-F\u00fchrungskr\u00e4ften herunter.<\/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=\"\">Holen Sie sich den Bericht<\/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; par_bg=&#8220;enable&#8220; background_color=&#8220;bgc-lgray&#8220; m_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 content_placement=&#8220;middle&#8220;][vc_column width=&#8220;1\/2&#8243;][vc_column_text css=&#8220;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8220;] On-demand Webinar [\/vc_column_text][vc_column_text css=&#8220;.vc_custom_1744754956978{margin-bottom: 20px !important;}&#8220;] Das Jahr im R\u00fcckblick: Was lief bei CX schief? [\/vc_column_text][vc_column_text css=&#8220;&#8220;]Erfahren Sie, was bei der Customer Experience (CX) im Jahr 2024 schief gelaufen ist und wie Sie Ihre Strategie auf die wahren Kundenw\u00fcnsche im Jahr 2025 ausrichten k\u00f6nnen.[\/vc_column_text][\/vc_column][vc_column [&hellip;]<\/p>\n","protected":false},"author":1153,"featured_media":0,"template":"","tax_priority":[54],"tax_contenttheme":[14884,14882],"tax_bundle":[],"tax_contenttheme2":[16185,16133],"tax_capability_sitewide":[16219],"tax_products_programs":[17536],"tax_buying_job":[16627,16656],"tax_buyer_persona":[16875,16898],"tax_sector":[17029,16932,16969,16994,17013,17067],"tax_segment":[17077],"class_list":["post-580458","webinars","type-webinars","status-publish","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-level-up-your-technology-de-de","tax_contenttheme-improve-customer-experience-de-de","tax_contenttheme2-level-up-your-technology-de-de","tax_contenttheme2-improve-customer-experience-de-de","tax_capability_sitewide-ai-and-automation-de-de","tax_products_programs-genesys-cloud-cx-de-de","tax_buying_job-job-1-problem-identification-de-de","tax_buying_job-job-2-solution-exploration-de-de","tax_buyer_persona-business-de-de","tax_buyer_persona-technical-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_segment-enterprise-de-de","tax_content_type-video-de-de","tax_set-video"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":420972,"post_author":"890","post_date":"2025-11-21 09:08:52","post_date_gmt":"2025-11-21 17:08:52","post_content":"","post_title":"CX- und KI-Leitfaden f\u00fcr Eink\u00e4ufer 2026 | Genesys","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-center-buyers-guide","to_ping":"","pinged":"","post_modified":"2026-02-17 05:54:37","post_modified_gmt":"2026-02-17 13:54:37","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/leitfaden-fuer-einkaeufer-contact-center-2022","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":474803,"post_author":"15","post_date":"2023-05-02 03:21:17","post_date_gmt":"2023-05-02 10:21:17","post_content":"<p>[vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".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;}\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]<\/p>\r\n<h1>Bericht zum aktuellen Stand der Customer Experience<\/h1>\r\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>\r\n<p>[\/vc_column_text][vc_single_image image=\"567073\" css=\"\"][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Bericht herunterladen\" ar_status=\"Asset\" cta_header=\"\" cid_id=\"7014X000003AfjeQAC\" form_additional_classes=\"no-bg-form\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]<\/p>\r\n<p class=\"h2\">82 %<\/p>\r\n<p>der Verbraucher geben an, dass ein Unternehmen nur so gut ist wie sein Service[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]<\/p>\r\n<p class=\"h2\">30 %<\/p>\r\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=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]<\/p>\r\n<p class=\"h2\">41 %<\/p>\r\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=\"2\/3\" offset=\"vc_col-sm-offset-2\"][component_card background_color=\"bgc-lgray\" addclass=\"p-0 p-lg-3\"]<\/p>\r\n<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>\r\n<p>[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column c_sticky=\"yes\" width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h2 class=\"h3\">Verbraucher m\u00f6chten, dass ihr Anliegen gel\u00f6st wird \u2013 und zwar schnell<\/h2>\r\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=\"7\/12\" offset=\"vc_col-sm-offset-1\"][component_card content_alignment=\"text-center\" media_size=\"thumbnail\" thumb_ratio=\"custom-wide\" cta_style=\"btn\" background_color=\"bgc-lgray\" media=\"560175\" cta=\"url:%23|title:Bericht%20herunterladen|\"]<\/p>\r\n<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>\r\n<p>[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]<\/p>\r\n<h3>CX-F\u00fchrungskr\u00e4fte bieten nicht die personalisierten, kanal\u00fcbergreifenden Erlebnisse, die Verbraucher sich w\u00fcnschen<\/h3>\r\n<p>[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text ct_style=\"stat\" css=\"\"]<\/p>\r\n<p class=\"h2\">97 %<\/p>\r\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=\"1\/2\"][vc_column_text ct_style=\"stat\" css=\"\"]<\/p>\r\n<p class=\"h2\">84 %<\/p>\r\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=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3>CX-F\u00fchrungskr\u00e4fte investieren in die Zukunft<\/h3>\r\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]<\/p>\r\n<p class=\"h2\">33 %<\/p>\r\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=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]<\/p>\r\n<p class=\"h2\">57 %<\/p>\r\n<p>der CX-Technologie befindet sich nicht vollst\u00e4ndig in der Cloud[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]<\/p>\r\n<p class=\"h2\">33 %<\/p>\r\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][component_cta_block cta_ratio=\"8\" background_color=\"bgc-glass\" cta=\"url:%23|title:Jetzt%20herunterladen|\" mobile_bg=\"560201\" css=\".vc_custom_1742786189860{background-image: url(https:\/\/www.genesys.com\/media\/state-of-cx-2025-cta-desktop.png?id=560200) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"]<\/p>\r\n<h3>Sind Sie bereit, Ihre CX-Strategie zukunftssicher zu machen?<\/h3>\r\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.[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section]<\/p>\r\n","post_title":"Der aktuelle Stand der Customer Experience","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"state-of-cx","to_ping":"","pinged":"","post_modified":"2025-06-26 06:54:01","post_modified_gmt":"2025-06-26 13:54:01","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/der-aktuelle-stand-der-customer-experience","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":550817,"post_author":"890","post_date":"2025-01-07 05:44:15","post_date_gmt":"2025-01-07 13:44:15","post_content":"[vc_section][vc_row][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h1>CX-Trends im Jahr 2025 und dar\u00fcber hinaus<\/h1>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h2>Transformative Einblicke f\u00fcr Ihr Unternehmen<\/h2>\r\n[\/vc_column_text][vc_column_text css=\"\"]Begleiten Sie CX-Experten, um wichtige Trends zu entdecken, die Kunden- und Mitarbeitererfahrungen pr\u00e4gen \u2013 und deren Auswirkungen auf Ihr Unternehmen im Jahr 2025 und dar\u00fcber hinaus.\r\n\r\n<strong>8. Januar 2025<\/strong>[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][webinarschedule][\/vc_column_inner][\/vc_row_inner][webinarschedulesingle][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]Dieses Webinar ist ein Muss f\u00fcr F\u00fchrungskr\u00e4fte in Contact Centern, Kundenservice-Manager, Gesch\u00e4ftsleiter und alle, die leidenschaftlich daran interessiert sind, wirkungsvolle Kundenerlebnisse (CX) zu schaffen. Wenn Sie bereit sind, im Jahr 2025 mit den neuesten Erkenntnissen die F\u00fchrung zu \u00fcbernehmen, ist diese Veranstaltung genau das Richtige f\u00fcr Sie.\r\n\r\n<strong>\u00dcber das Webinar<\/strong>\r\n\r\nDa sich CX-Experten schnell anpassen, um KI und digitale Transformation in ihre Strategien zu integrieren, war es noch nie so wichtig, der Zeit voraus zu sein. Begleiten Sie uns f\u00fcr einen exklusiven Einblick in die wichtigsten CX- und EX-Trends des Jahres 2025. Unser Expertengremium wird bahnbrechende Entwicklungen in KI-gesteuerter Personalisierung, ethischen KI-Praktiken, der Weiterentwicklung der Belegschaft und mehr analysieren \u2013 damit Sie Ihre Strategien f\u00fcr Kunden- und Mitarbeitererlebnisse auf die n\u00e4chste Stufe heben k\u00f6nnen.\r\n\r\n<strong>Melden Sie sich an, um mehr zu erfahren \u00fcber:<\/strong>\r\n<ul>\r\n \t<li>Den Einsatz von KI f\u00fcr hyperpersonalisierte und ethische Kundenerlebnisse<\/li>\r\n \t<li>Die Verbesserung von Kundenreisen durch strategisches, kanal\u00fcbergreifendes Engagement in Echtzeit<\/li>\r\n \t<li>Das Erzielen messbarer Gesch\u00e4ftsergebnisse mit CX-Strategien und modernem Workforce Engagement Management<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\" offset=\"vc_col-sm-offset-1\"][component_card background_color=\"bgc-lgray\" addclass=\"mb-1\"]<strong>Mit Ihrer Anmeldung erhalten Sie au\u00dferdem:<\/strong>\r\n<ul>\r\n \t<li>Zugang zur Webinar-Aufzeichnung<\/li>\r\n \t<li>Eine Zusammenfassung der wichtigsten Erkenntnisse und Einblicke<\/li>\r\n \t<li>Exklusive Ressourcen zu den neuesten CX-Trends<\/li>\r\n<\/ul>\r\n[\/component_card][mktoform cta_button=\"Melden Sie sich noch heute an\" cms_hold=\"RG\" cid_id=\"7014X000003AgOSQA0\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1733151066545{padding-top: 0px !important;}\"][vc_row el_class=\"mx-0\"][vc_column background_color=\"bgc-lgray\" el_class=\"p-md-3 px-1\"][vc_row_inner el_class=\"mx-0\"][vc_column_inner][vc_column_text css=\"\"]\r\n<h3 style=\"text-align: center;\">Lernen Sie die Sprecher kennen<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549632\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><b>Megan Burns<\/b>\r\nGr\u00fcnderin und Gesch\u00e4ftsf\u00fchrerin\r\nExperience Enterprises<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549633\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Robin Gareiss<\/strong>\r\nCEO &amp; Hauptanalystin\r\nMetrigy<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549634\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Sami Beydoun<\/strong>\r\nTeamleiter, Student Services Hub\r\nWestern Sydney University<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"549670\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>William Dummett<\/strong>\r\nChief Privacy Officer\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"550117\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Prajwal Ramachandra<\/strong>\r\n<span data-contrast=\"auto\">Managing Director, Global Contact Center Practice Lead<\/span>\r\n<span data-contrast=\"auto\">Accenture<\/span><\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"CX-Trends in 2025 und dar\u00fcber hinaus","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cx-trends-in-2025-and-beyond","to_ping":"","pinged":"","post_modified":"2025-03-18 07:37:34","post_modified_gmt":"2025-03-18 14:37:34","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=550817","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":557143,"post_author":"890","post_date":"2025-02-19 01:25:32","post_date_gmt":"2025-02-19 09:25:32","post_content":"","post_title":"F\u00fcnf Trendsetter f\u00fcr innovative KI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"five-trendsetters-in-ai-innovation","to_ping":"","pinged":"","post_modified":"2025-02-19 09:28:39","post_modified_gmt":"2025-02-19 17:28:39","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=557143","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_tycontent":"<p>Vielen Dank f\u00fcr Ihre Aufmerksamkeit. Die folgenden Ressourcen werden Ihnen bei der Suche nach L\u00f6sungen zur Verbesserung der Customer Journey behilflich sein.<\/p>\n","meta_title":"Das Jahr im R\u00fcckblick: Was lief bei CX schief? | Webinar von Genesys","meta_description":"Nehmen Sie an einem aufschlussreichen Webinar teil, in dem es darum geht, was bei CX im Jahr 2024 schief gelaufen ist und wie Sie Ihre Strategie auf die wahren Kundenw\u00fcnsche abstimmen k\u00f6nnen.","ns_title":"Verwandte Ressourcen","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"top","media_embed":"<iframe width=\"1120\" height=\"630\" src=\"https:\/\/www.youtube.com\/embed\/7LHS1c-h3lc?cc_lang_pref=de&cc_load_policy=1&hl=de&rel=0\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"next_steps_type":"default","ns_subtitle":""},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/580458","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/users\/1153"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/580458\/revisions"}],"predecessor-version":[{"id":580465,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/580458\/revisions\/580465"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media?parent=580458"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_priority?post=580458"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme?post=580458"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_bundle?post=580458"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme2?post=580458"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_capability_sitewide?post=580458"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_products_programs?post=580458"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buying_job?post=580458"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buyer_persona?post=580458"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_sector?post=580458"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_segment?post=580458"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}