Genesys research

Personalisation and empathy in customer experience

Delivering empathetic service directly affects how customers perceive your brand — and whether they remain with you or take their business elsewhere. But to produce empathy at scale, companies need to know what matters to customers, why it matters and how to provide personalised service on any channel.

Genesys conducted a multinational survey to understand what businesses are doing to offer those personalised, empathetic customer experiences. It turns out there’s room for improvement. Nearly half of respondents say the companies they do business with regularly don’t show them enough empathy when delivering customer service.

Read the full report to learn how personalisation and empathy affect your brand and, ultimately, your bottom line.

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