Global research report
The State of Customer Experience
Almost half of organisations can’t keep pace with shifting customer expectations. But what do consumers want? And what big bets should organisations make to stay ahead of the competition?
Personalise the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Run your contact centre with software that makes great customer experience easy.
Be in touch anywhere, anytime with an all-in-one suite of digital channels.
Power your contact centre with Genesys AI for personalised experiences at scale.
Reach new heights with your clients, offering them guidance and our market-leading solutions. Join us on the journey to Experience as a Service.
Set your customers up for long-term success with market-leading solutions from Genesys.
Benefit from our alliances with global technology brands and integrations with platforms your customers use.
Guide your clients to provide Super Human Service. Get the information you need to stay informed on all things Genesys.
Solve Genesys users' needs and enhance experiences by creating solutions and selling them in our AppFoundry Marketplace.
Simplify your customer experience transformation with proven methodologies that connect people, processes and technology.
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See how Genesys solutions meet and exceed modern security standards.
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Discover a community of continuous learning and innovation for customer experience professionals.
Global research report
Almost half of organisations can’t keep pace with shifting customer expectations. But what do consumers want? And what big bets should organisations make to stay ahead of the competition?
29%
of customers switched brands in the past year due to negative interactions
Is loyalty dead? Find out how AI is streamlining contact centres and driving customer satisfaction.
11%
of organisations offer truly omnichannel experiences today
Find out which gaps in the customer digital journey are the most frustrating.
57%
of CX leaders are aligned around one tech priority
Learn how they’re rethinking the technology stack – and why you should, too.
47%
of organisations do little or nothing to reduce employee effort
Learn how to improve employee experience — and why it has emerged as the #1 priority.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
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