Customer experience (CX) is the overall perception customers have of a brand based on every interaction across channels, from marketing and sales to service and support. It reflects how effectively an organisation meets customer needs, expectations and emotions throughout the journey. Exceptional CX leads to stronger loyalty, advocacy and long-term business growth.
“The connection between CX and business success is undeniable: 82% of consumers surveyed globally believe a company is only as good as its service. And 30% of consumers surveyed have stopped doing business with a company in the past year due to poor service.”
Customers expect seamless experiences across channels — whether through voice, chat, social or email. Enterprises use customer experience strategies to unify interactions and maintain context at every touchpoint. With the Genesys Cloud CX® offering, organisations can orchestrate personalised journeys that feel effortless and consistent, regardless of where or how customers engage.
Modern consumers value relevance. Enterprises leverage real-time data and analytics to anticipate customer needs and deliver proactive, personalised interactions. CX platforms powered by AI capabilities, such as agent assist and predictive engagement, allow businesses to tailor responses, product recommendations and offers based on behaviour and intent — improving satisfaction and conversion rates.
Customer experience and employee experience are deeply connected. Enterprises apply CX frameworks that also empower agents with intuitive tools, training and automation. Using features like Agent Copilot and integrated knowledge management, employees can resolve issues faster and with more empathy, directly enhancing the overall customer journey.
To improve CX, enterprises must measure it effectively. Metrics like Net Promoter Score, customer satisfaction and customer effort score provide insight into what drives loyalty or frustration. By analysing these signals through AI-driven insights, organisations can identify pain points and continuously optimise their customer experience strategy.
A key element of CX is preventing problems before they occur. Enterprises use proactive communication — like delivery updates or outage alerts — to keep customers informed and engaged. With AI-powered orchestration, CX teams can detect issues in real time and trigger recovery actions that turn potential friction into opportunities for trust-building.
Customer experience is the foundation of brand differentiation. With Genesys Cloud CX, enterprises can connect data, AI and human empathy to create consistent, personalised and meaningful interactions across every channel. Transform how customers and employees experience your brand — from first contact to lasting loyalty.
See how Genesys Cloud CX helps enterprises deliver next-level customer experiences. Find out more about Genesys Cloud CX.
