LONDON,\u00a014 July 2026\u00a0\u2014\u202f\u00a0Genesys\u00ae, a global cloud leader in AI-Powered Experience Orchestration,\u00a0today released\u00a0the\u00a0fifth\u00a0edition of its\u00a0\u201cState of Customer Experience\u201d\u00a0report, revealing\u00a0that customer experience\u00a0(CX)\u00a0has become an increasingly decisive factor in consumer loyalty and spending decisions.\u00a0More than half of consumers\u00a0say they would rather do anything else than contact customer service, and 85% say poor service has caused them to spend less or\u00a0stop doing business with a brand altogether.\u00a0<\/p>\n","protected":false},"author":1111,"featured_media":632606,"template":"","class_list":["post-632682","announcements","type-announcements","status-publish","has-post-thumbnail","hentry"],"acf":{"news_date":"07\/14\/2026","utm_pass":false,"asset_expiration":"","pr_subheading":"
As\u00a0<\/span>their<\/span>\u00a0expectations rise, consumers\u00a0<\/span>embrace AI\u2019s potential to improve service, while organisations face growing pressure to <\/span>balance operational efficiency with customer loyalty<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/em><\/p>\n","disable_chat":false,"no_index":false,"no_follow":false,"disable_next_steps":false,"display_desc":false,"title_align":"left","pr_template":"basic","pr_breadcrumbs":"default","pr_header_image":"default","pr_content":[{"acf_fc_layout":"simple_text_content","title":"","text_content":" LONDON, 14 July 2026 \u2014<\/span><\/b>\u202f\u00a0<\/span>Genesys<\/span><\/a>\u00ae<\/span><\/sup>, a global cloud leader in AI-Powered Experience Orchestration,\u00a0today released\u00a0the\u00a0fifth\u00a0edition of its\u00a0\u201cState of Customer Experience<\/span>\u201d<\/span><\/i>\u00a0report, revealing<\/span>\u00a0that customer experience\u00a0(CX)\u00a0has become an increasingly decisive factor in consumer loyalty and spending decisions<\/span>.\u00a0More than half of consumers\u00a0say they would rather do anything else than contact customer service, and 85% say poor service has caused them to spend less or\u00a0stop doing business with a brand altogether.\u00a0<\/span>\u00a0<\/span><\/p>\n As customer expectations rise and patience for poor experiences declines, organisations face growing pressure to use AI to strengthen customer relationships, not solely to reduce costs. While 76% of consumers expect AI to improve the quality and speed of customer service and 75% believe it will improve personalisation, the research shows they have little patience for experiences that increase effort or fail to resolve issues. <\/span>\u00a0<\/span><\/p>\n Consumers increasingly care\u00a0more about outcomes than whether AI or a person provides the service.\u00a0While 76% don\u2019t care who resolves their issue as\u00a0long as it\u2019s solved quickly and completely, they still expect experiences to be both efficient and empathetic. In fact, 94% value efficiency as much as empathy, and the inability to reach a human agent remains their\u00a0top frustration,\u00a0reinforcing the need to orchestrate AI and human agents\u00a0to deliver the right support at the right moment.<\/span>\u00a0<\/span><\/p>\n Meeting those expectations remains a challenge for many organisations. While 95% of consumers expect information to be remembered across channels, nearly half (48%) of organisations do not automatically pass information between virtual and human agents. <\/span>At the same time, maintaining service quality\u00a0<\/span>with<\/span>\u00a0aging infrastructure has become the top operational challenge for CX leaders,\u00a0hindering efforts to\u00a0connect customer data, channels and interactions\u00a0\u2014\u00a0leading to customer frustration and eroded loyalty.\u00a0<\/span>\u00a0<\/span><\/p>\n \u201cConsumers no longer compare brands to direct competitors \u2014 they compare every interaction to the best experience they\u2019ve ever had,\u201d said Janelle Binder, senior vice president of customer advocacy and engagement at Genesys. \u201cAs agentic AI reshapes engagement, organisations must focus on outcomes, not just automation. Success will depend on connecting AI, human expertise and customer context to deliver faster, more personalised service.\u201d<\/span>\u00a0<\/span><\/p>\n Key\u00a0findings from the report include:<\/span><\/b>\u00a0<\/span><\/p>\n The findings suggest the future of customer experience depends not only on agentic AI adoption, but on how effectively organisations connect AI, human interactions, data and systems across the customer journey.<\/span>\u00a0<\/span><\/p>\n Methodology:<\/span><\/b>\u00a0<\/span>Genesys worked with an independent research firm to survey\u202f5,811 consumers and 1,560 CX and business\u00a0leaders\u202fin\u202fmore than 20 countries.\u202fThe survey was conducted\u00a0in\u202fMarch\u202fand\u202fApril\u202fof 2026.\u202fAmong the business respondents, the industries represented were\u202fairlines, automotive,\u202fbanking, government, healthcare, insurance, manufacturing,\u202fmedia and entertainment,\u202fprofessional services, retail,\u202ftravel and hospitality,\u202ftechnology,\u202ftelecommunications\u202fand utilities.<\/span>\u202f<\/span>\u202f\u00a0<\/span>\u00a0<\/span><\/p>\n Learn more about the\u00a0<\/span>\u201c<\/span>State of Customer Experience<\/span>\u201d<\/span>\u00a0by downloading the report\u00a0<\/span>here<\/span><\/a>.\u00a0<\/span>\u00a0<\/span><\/p>\n About Genesys\u202f\u202f<\/span><\/b>\u00a0<\/span><\/p>\n Genesys<\/span>\u00ae<\/span>\u202fempowers more than 8,000 organisations worldwide to create the best customer and employee experiences.\u202fWith agentic AI at its core, Genesys Cloud\u2122 is the AI-Powered Experience Orchestration platform that connects people, systems,\u202fdata\u202fand AI across the enterprise. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit <\/span>www.Genesys.AI<\/span><\/a>.\u202f\u202f<\/span>\u00a0<\/span><\/p>\n \u00a9\u202f2026\u202fGenesys. All rights reserved. Genesys, the Genesys\u202flogo\u202fand Genesys\u202fCloud are trademarks, service\u202fmarks\u202fand\/or registered trademarks of Genesys. All\u00a0other company names and logos may be registered trademarks or trademarks of their respective companies.\u202f\u202f<\/span>\u00a0<\/span><\/p>\n Media Contacts<\/span><\/b>\u00a0<\/span><\/p>\n Sarah Logan<\/span><\/p>\n\n
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