{"id":407940,"date":"2026-07-14T03:50:23","date_gmt":"2026-07-14T10:50:23","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/the-state-of-customer-experience"},"modified":"2026-07-14T08:55:44","modified_gmt":"2026-07-14T15:55:44","slug":"state-of-cx","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/state-of-cx","title":{"rendered":"The State of Customer Experience"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1781622358216{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221; el_class=&#8221;hero&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;5\/12&#8243; el_class=&#8221;px-0&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>2026 State of Customer Experience Report<\/h1>\n<p class=\"text-20\">Customer expectations are rising, creating new opportunities for businesses in the agentic era. Based on insights from 5,811 consumers and 1,560 CX and business leaders worldwide, this report reveals how leading organisations are using AI and CX innovation to build loyalty and drive measurable business outcomes.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column background_color=&#8221;bgc-white&#8221; width=&#8221;1\/2&#8243; elemental_order=&#8221;order-2&#8243; el_class=&#8221;form-card px-2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h4\">Get your copy of the 2026 report<\/h2>\n<p>[\/vc_column_text]<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 no-bg-form yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/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\">Not You?<\/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=\"701Ht0000025UDbIAM\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/407940?thankyou=407940&page_type=resources&page_attr=Report%3BWhite%20paper\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/407940\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/407940\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"407940\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<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=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<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=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Centre Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations\/Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Function<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=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<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=\"Telephone\">\n        <label for=\"fe215\">Telephone<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\">Country<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=\"Your Website\">\n        <label for=\"fe801\">Your 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=\"City\">\n        <label for=\"fe226\">City<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=\"Job Title\">\n        <label for=\"fe220\">Job Title<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\">Banking<\/option><option value=\"Business Services\">Business Services<\/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\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/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\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<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\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<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\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/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\">I would like someone to reach out to me<\/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=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"The State of Customer Experience\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/407940?thankyou=407940&page_type=resources&page_attr=Report%3BWhite%20paper\"><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=\"Get the report\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Get the report\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_raw_js]JTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnQuanMlMjIlM0UlM0MlMkZzY3JpcHQlM0UlMEElM0NzY3JpcHQlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRmNkbi5qc2RlbGl2ci5uZXQlMkZucG0lMkZjaGFydGpzLXBsdWdpbi1kYXRhbGFiZWxzJTIyJTNFJTNDJTJGc2NyaXB0JTNFJTBBJTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnRqcy1wbHVnaW4tYW5ub3RhdGlvbiUyMiUzRSUzQyUyRnNjcmlwdCUzRSUyMA==[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row r_gutter_size=&#8221;no-gutters&#8221;][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;10\/12&#8243;][vc_single_image image=&#8221;629610&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; disable_element=&#8221;yes&#8221; el_class=&#8221;mt-4 px-2 py-2 rounded-lg&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;banner&#8221;]<\/p>\n<p class=\"h5 mb-0 title\"><img decoding=\"async\" class=\"alignnone size-full wp-image-628907\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" alt=\"\" width=\"28\" height=\"21\" \/>2026 State of Customer Experience Report<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-primary\" href=\"#form\" target=\"\" rel=\"\">Get the full report<\/a><\/div>[\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; el_class=&#8221;mt-4&#8243;][vc_column]<div class=\"component-mini-banner rounded-lg\"><a class=\"inner-banner rounded-lg bgc-glass\" href=\"#\"><div class=\"banner-row d-flex flex-wrap\"><div class=\"media-row\"><div class=\"media-col\"><div class=\"banner-img-container\"><img decoding=\"async\" class=\"rounded banner-img\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" height=\"21\" width=\"28\" alt=\"Book functional icon\"><\/div><\/div><\/div><div class=\"content-row d-flex align-items-center\"><div class=\"content-col d-flex flex-column\"><p class=\"h5 mb-0 title\">2026 State of Customer Experience Global Report<\/p><\/div><div class=\"btn-container mt-0\"><div class=\"btn btn-secondary small chevron\">Get the full report<\/div><\/div><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-white&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;pt-3&#8243;][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3>Consumers compare you against their best experiences<\/h3>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;2\/3&#8243;][\/vc_column][\/vc_row][vc_row content_placement=&#8221;top&#8221; el_class=&#8221;pb-2&#8243;][vc_column width=&#8221;1\/3&#8243;][vc_raw_html css=&#8221;&#8221;]PGRpdiBjbGFzcz0iY2hhcnQtY29sdW1uIj4KICAgIDxkaXYgaWQ9ImRvbnV0LWNvbnRhaW5lci0xIiBjbGFzcz0iIj4KICAgICAgICA8Y2FudmFzIGlkPSJkb251dC0xIiB3aWR0aD0iMTgwIiBoZWlnaHQ9IjE4MCI+PC9jYW52YXM+CiAgICAgICAgIDxkaXYgY2xhc3M9ImRvbnV0LWNlbnRlciI+PC9kaXY+CiAgICA8L2Rpdj4KICAgIDxkaXYgY2xhc3M9ImNoYXJ0LXN0YXQiPgogICAgICAgIDxwIGNsYXNzPSJoMyI+OTIlPC9wPgogd2FudCBvcmdhbmlzYXRpb25zIHRvIG1hdGNoIHRoZSBiZXN0IGV4cGVyaWVuY2UgdGhleSYjMzk7dmUgZXZlciBoYWQKICAgICAgICA8L2Rpdj4KPC9kaXY+[\/vc_raw_html][vc_raw_js]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width=&#8221;1\/3&#8243;][vc_raw_html css=&#8221;&#8221;]PGRpdiBjbGFzcz0iY2hhcnQtY29sdW1uIj4KICAgIDxkaXYgaWQ9ImRvbnV0LWNvbnRhaW5lci0yIiBjbGFzcz0iIj4KICAgICAgICA8Y2FudmFzIGlkPSJkb251dC0yIiB3aWR0aD0iMTgwIiBoZWlnaHQ9IjE4MCI+PC9jYW52YXM+CiAgICAgICAgIDxkaXYgY2xhc3M9ImRvbnV0LWNlbnRlciI+PC9kaXY+CiAgICA8L2Rpdj4KICAgIDxkaXYgY2xhc3M9ImNoYXJ0LXN0YXQiPgogICAgICAgIDxwIGNsYXNzPSJoMyI+OTQlPC9wPgp2YWx1ZSBlZmZpY2llbnQgY3VzdG9tZXIgc2VydmljZSBhcyBtdWNoIGFzIGVtcGF0aHkKICAgICAgICA8L2Rpdj4KPC9kaXY+[\/vc_raw_html][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_raw_html css=&#8221;&#8221;]PGRpdiBjbGFzcz0iY2hhcnQtY29sdW1uIj4KICAgIDxkaXYgaWQ9ImRvbnV0LWNvbnRhaW5lci0zIiBjbGFzcz0iIj4KICAgICAgICA8Y2FudmFzIGlkPSJkb251dC0zIiB3aWR0aD0iMTgwIiBoZWlnaHQ9IjE4MCI+PC9jYW52YXM+CiAgICAgICAgIDxkaXYgY2xhc3M9ImRvbnV0LWNlbnRlciI+PC9kaXY+CiAgICA8L2Rpdj4KICAgIDxkaXYgY2xhc3M9ImNoYXJ0LXN0YXQiPgogICAgICAgIDxwIGNsYXNzPSJoMyI+ODUlPC9wPgpzcGVudCBsZXNzIG9yIHN0b3BwZWQgcHVyY2hhc2luZyBhZnRlciBhIHBvb3IgZXhwZXJpZW5jZQogICAgICAgIDwvZGl2Pgo8L2Rpdj4=[\/vc_raw_html][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row el_class=&#8221;pb-2&#8243;][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-3&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;center-heading&#8221;]<\/p>\n<h2 style=\"text-align: center;\">Ageing infrastructure is the #1 challenge facing CX leaders<\/h2>\n<p class=\"text-18\" style=\"text-align: center;\">For the first time since 2023, ageing infrastructure is CX&#8217;s top challenge \u2014 putting connected journeys and AI scale at risk.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;list-item&#8221;]<\/p>\n<h3>Disconnected systems are holding CX back<\/h3>\n<ul>\n<li>Operating on ageing CX infrastructure is the biggest operational challenge cited by CX leaders<\/li>\n<li>48% of companies don&#8217;t pass information already shared to a human agent<\/li>\n<li>Ageing infrastructure is the biggest operational challenge cited by CX leaders<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8221;630587&#8243; css=&#8221;&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_class=&#8221;pb-2&#8243;][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3>AI is reshaping consumer expectations.<\/h3>\n<p class=\"text-18\">Daily AI use by consumers is raising the bar on what great looks like: instant answers, no repeated context.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_raw_html css=&#8221;&#8221;]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijc2Ij48L3A+CiAgPHA+ZXhwZWN0IEFJIHRvIGltcHJvdmUgc2VydmljZSBxdWFsaXR5PC9wPgo8L2Rpdj4=[\/vc_raw_html][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_raw_html css=&#8221;&#8221;]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9IjQ4Ij48L3A+CiAgPHA+YmxhbWUgYSBiYWQgZXhwZXJpZW5jZSBmb3Igc291cmluZyBvbiBBSTwvcD4KPC9kaXY+Cg==[\/vc_raw_html][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_raw_html css=&#8221;&#8221;]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijg2Ij48L3A+CiAgPHA+Q1ggbGVhZGVycyBleHBlY3QgQUkgaXMgbGlrZWx5IHRvIGJlIGluIGV2ZXJ5IGludGVyYWN0aW9uIGJ5IDIwMjk8L3A+CjwvZGl2Pgo=[\/vc_raw_html][\/vc_column][vc_column][vc_raw_js]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[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;list-item&#8221;]<\/p>\n<h3>The agentic era demands a new CX operating model<\/h3>\n<ul>\n<li>40% of CX organisations are already using agentic AI<\/li>\n<li>On average, CX leaders plan to invest 30% of customer service budgets in AI-powered CX technologies<\/li>\n<li>AI projects that haven\u2019t scaled are the second-highest ranked barrier to delivering seamless journeys<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8221;630588&#8243; css=&#8221;&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243; elemental_order=&#8221;order-2&#8243;][vc_single_image image=&#8221;629557&#8243; css=&#8221;&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;list-item&#8221;]<\/p>\n<h2>How important is it to switch channels without repeating yourself?<\/h2>\n<p class=\"text-18\">95% of consumers say carrying context across channels matters, and most call it extremely important. Broken handoffs can make or break customer loyalty.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243; elemental_order=&#8221;order-2&#8243;][vc_single_image image=&#8221;629560&#8243; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;list-item&#8221;]<\/p>\n<h2>The path forward<\/h2>\n<p class=\"text-18\">The path forward is a connected one. Leaders are investing in CX platforms that unify people, systems, data and AI. When context follows the customer, AI has the foundation to act \u2014 and every interaction builds loyalty instead of eroding it.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; css=&#8221;.vc_custom_1781626722241{margin-top: 40px !important;margin-bottom: 80px !important;background-image: url(https:\/\/www.genesys.com\/media\/quote-section_image.png?id=629572) !important;}&#8221; el_class=&#8221;quote-section&#8221;][vc_row min_height=&#8221;757px&#8221;][vc_column background_color=&#8221;bgc-glass&#8221; width=&#8221;3\/4&#8243; css=&#8221;.vc_custom_1781626514825{padding-top: 32px !important;padding-right: 32px !important;padding-bottom: 32px !important;padding-left: 32px !important;}&#8221;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"text-32\">A unified CX platform can bring AI, channels, data, and workflows into a connected environment. This gives teams the context they need to work effectively and coordinate action across systems.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1781622358216{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221; el_class=&#8221;hero&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;5\/12&#8243; el_class=&#8221;px-0&#8243;][vc_column_text css=&#8221;&#8221;] 2026 State of Customer Experience Report Customer expectations are rising, creating new opportunities for businesses in the agentic era. Based on insights from 5,811 consumers and 1,560 CX and business leaders worldwide, this report reveals how leading organisations are using [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":560218,"template":"","tax_priority":[54],"tax_contenttheme":[14850],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[16642,16751],"tax_buyer_persona":[16881],"tax_sector":[16937,16954,16997,17005,17030,17066],"tax_segment":[],"class_list":["post-407940","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_contenttheme-improve-customer-experience-en-gb","tax_buying_job-job-1-problem-identification-en-gb","tax_buying_job-job-6-consensus-creation-en-gb","tax_buyer_persona-business-en-gb","tax_sector-financial-en-gb","tax_sector-healthcare-en-gb","tax_sector-industrial-en-gb","tax_sector-public-en-gb","tax_sector-retail-en-gb","tax_sector-technology-en-gb","tax_content_type-report-en-gb","tax_content_type-white-paper-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/407940","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/15"}],"version-history":[{"count":20,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/407940\/revisions"}],"predecessor-version":[{"id":632733,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/407940\/revisions\/632733"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/560218"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=407940"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=407940"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=407940"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=407940"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=407940"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=407940"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=407940"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=407940"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=407940"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=407940"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=407940"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}