{"id":464651,"date":"2023-02-01T05:20:39","date_gmt":"2023-02-01T13:20:39","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/top-customer-experience-stats-to-know-in-2023"},"modified":"2023-10-09T23:16:45","modified_gmt":"2023-10-10T06:16:45","slug":"top-customer-experience-stats-to-know-in-2023","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/top-customer-experience-stats-to-know-in-2023","title":{"rendered":"Top Customer Experience Stats to Know in 2023"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text]<span class=\"TextRun Highlight SCXW114889928 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW114889928 BCX0\">The best data tells a story. When it comes to customer experience (CX), the best stories are ones of <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">frict<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">ionless<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\"> journeys, engaged employees and agile technologies. <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">Knowing what customers want \u2014 and where CX is lagging \u2014 can help you know where to focus efforts <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">over <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">the coming year. <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">This blog l<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">ooks at the top <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW114889928 BCX0\">stats<\/span> <\/span><span class=\"TextRun SCXW114889928 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW114889928 BCX0\">every<\/span><\/span><span class=\"TextRun Highlight SCXW114889928 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"> <span class=\"NormalTextRun SCXW114889928 BCX0\">CX <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">leader need<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">s<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\"> to know<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\"> to gain a competitive advantage in 2023<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\"> and beyond<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">.<\/span><\/span>[\/vc_column_text]<style type='text\/css'>\r .component.card { border: solid 2px #ff4F1F!important; } .component.card h4 { font-size: 1rem!important; font-weight: bold!important; display:inline; }\r <\/style>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span class=\"TextRun Highlight SCXW132611867 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW132611867 BCX0\">Loyalty is won or lost where CX expectations meet reality.<\/span><\/span><span class=\"EOP SCXW132611867 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">70%<\/span> of consumers say a company is only as good as its service, yet one in three say that customer service is always a hassle.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">#1<\/span> First-contact resolution is the most important factor in a service interaction, say consumers worldwide; businesses prioritise other things \u2013 friendliness, professionalism and speed.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">38%<\/span> of consumers have used a chatbot in the past three years. Yet, just 25% are highly satisfied with their chatbot experiences.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">80%<\/span> of consumers say companies earn their trust and money when they offer personalised experiences, but just <span class=\"font-swb text-26 text-orange\">60%<\/span> of CX leaders say the experiences they offer are only \u201csomewhat personalised.\u201d<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/the-connected-customer-experience\" target=\"_blank\" rel=\"noopener\">The Connected Customer Experience<\/a>, Genesys 2021<\/em><\/p>\n<p class=\"text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/the-state-of-customer-experience\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>, Genesys 2023\u00a0<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>The Takeaway<\/h2>\n<p>Efficient, personalised experiences win loyalty and share of wallet. Your experience is your brand. Yet the data shows we\u2019re transforming too slowly \u2014 and that tells customers they\u2019re not a priority. It&#8217;s time to close the gap.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;inline-card&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2>A poor employee experience is a risk to your top and bottom lines.<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">76%<\/span> of CX leaders say there is low morale in the contact centre.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">6 in 10<\/span> CX leaders struggle with the rising costs of employee recruitment.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">69%<\/span> of CX leaders expect to require a more specialised skill set in the future, including data and analytics, journey optimisation, and deeper product knowledge.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">#1<\/span> Learning new skills is what agents globally love most about their jobs; CX leaders say learning and development is the area of the employee lifecycle most in need of improvement.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">64%<\/span> of CX leaders say their agents are frustrated by insufficient information to assist customers in the moment; <span class=\"font-swb text-26 text-orange\">83%<\/span> of surveyed CX leaders will use agent-assist technology by 2024.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/mit-report-customer-experience-and-the-future-of-work\" target=\"_blank\" rel=\"noopener\">Customer Experience and the Future of Work<\/a>, MIT Technology Review, 2022<\/em><\/p>\n<p class=\"text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/values-agent-performance\" target=\"_blank\" rel=\"noopener\">Human Values: The Operating System for a High-Performing Contact Center<\/a>, Genesys, 2021<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>The Takeaway<\/h2>\n<p>We\u2019re competing for contact centre talent based on the quality of our workplace culture and career development opportunities. CX employees need great technology to be successful in every interaction. They also need a progressive program of skills building and leadership development to keep them motivated over the long term.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span class=\"TextRun Highlight SCXW14130474 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW14130474 BCX0\">The most valuable CX technologies right now are the ones that simplify the customer and employee experience.<\/span><\/span><span class=\"EOP SCXW14130474 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">3<\/span> hottest technologies for improving agent experience between now and 2024 are AI-based coaching and training recommendations, AI performance monitoring, and chatbots and voicebots.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">73%<\/span> of CX leaders plan to streamline the agent experience with a single screen and platform.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">59%<\/span> of CX leaders say the greatest benefit of migrating to the cloud is better access to data across channels.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">87%<\/span> of companies say AI makes experiences feel more empathetic to the customer.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/values-agent-performance\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>, Genesys 2021<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/mit-report-customer-experience-and-the-future-of-work\" target=\"_blank\" rel=\"noopener\">Customer Experience and the Future of Work, MIT Technology Review<\/a>, 2022<\/em><\/p>\n<p class=\"text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/white-paper-the-business-case-for-empathy\" target=\"_blank\" rel=\"noopener\">The Business Case for Empathy<\/a>, Genesys 2022<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>The Takeaway<\/h2>\n<p>The future of CX is an open, composable platform that allows for rapid innovation, data integration and access to the ecosystem.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2>The Winning Advantage in CX<\/h2>\n<p><span data-contrast=\"none\">The moral of this data story: In 2023 and beyond, organisations will win with empathy. That is, they\u2019ll outpace competitors when they provide customer journeys that are both frictionless and relevant, engage their employees through personalised learning and development that advances their careers, and harness agile technologies that support both.\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\"><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/top-cx-trends-in-2023-and-beyond\" target=\"_blank\" rel=\"noopener\">Discover more<\/a>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text]The best data tells a story. When it comes to customer experience (CX), the best stories are ones of frictionless journeys, engaged employees and agile technologies. Knowing what customers want \u2014 and where CX is lagging \u2014 can help you know where to focus efforts over the coming year. This blog looks at [&hellip;]<\/p>\n","protected":false},"author":895,"featured_media":464596,"template":"","tax_priority":[54],"tax_blogtype":[17751],"tax_blogcategory":[15939,13125,18244,13232],"tax_contenttheme":[14850,14912],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-464651","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_blogcategory-cloud-en-gb","tax_blogcategory-customer-journey-management-en-gb","tax_blogcategory-digital-en-gb","tax_contenttheme-improve-customer-experience-en-gb","tax_contenttheme-improve-employee-experience-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/464651","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/895"}],"version-history":[{"count":9,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/464651\/revisions"}],"predecessor-version":[{"id":494850,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/464651\/revisions\/494850"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/464596"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=464651"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=464651"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=464651"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=464651"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=464651"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=464651"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=464651"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=464651"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=464651"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=464651"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=464651"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=464651"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=464651"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}