05/29/2025
05/29/2025
Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has released its latest research report, “The State of Customer Experience: Asia-Pacific,” outlining key insights into customer expectations and the changing priorities of customer experience (CX) leaders in India and Asia-Pacific. Notably, the research found that 85% of Indian consumers surveyed agree that a company is only as good as its service—surpassing both the global and regional averages.
The report draws insights from consumers and CX leaders across the globe, as well as in Asia-Pacific, and identifies India as a market with both high consumer expectations and a strong appetite for AI-driven transformation in CX. CX leaders in India surpass their counterparts both regionwide and globally., CX leaders in India plan on spending more of their CX budget on AI than most respondents across the region, with Indian CX leaders surveyed planning to invest 46% of their expected CX budget on AI-powered CX technologies in the next 12 months.
“India is at the forefront of a CX transformation wave, driven by consumers who expect speed and resolution, along with empathetic and personalised experiences throughout their journey. To meet rising expectations, 81% of CX leaders surveyed in India plan to improve the employee experience through AI-powered technologies over the next two years. This is a clear signal that organisations are looking inward as well as outward focusing on a seamless experience orchestration strategy that adds value at every touchpoint. At Genesys, we are committed to helping businesses transform their customer experiences to drive loyalty, improve agent productivity, and elevate every interaction with their customers,” said Raja Lakshmipathy, Vice President & Managing Director, India & SAARC, Genesys.
Key India Insights:
To learn more about the insights, read the full report here.
Research Methodology: Genesys worked with an independent research firm to survey 5,232 consumers and 1,181 CX decision-makers in more than 16 countries, including 1,011 consumers and 244 CX leaders in Asia-Pacific, and 169 consumers and 43 CX leaders in India. The survey was conducted in September and October of 2024.
About Genesys
Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit https://www.genesys.com/en-sg.
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Media Contacts
Manali Pattnaik
Director APAC Communications, Genesys
+65-83217924
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