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?

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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.

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Genesys Cloud CX

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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