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“The State of Customer Experience” is a benchmarking study based on global surveys of consumers and business leaders. Now in its third edition, the study explores consumer preferences in customer experience (CX) and business insights around digitalisation, personalisation and the impact of emerging technologies.
Genesys conducted this research in collaboration with an independent research firm. The global consumer survey gathered responses from 5,157 consumers ages 14–80, to gain deep insight across regions and generations. The executive perspective survey polled 646 senior CX decision-makers across multiple industries from North America, Europe, Latin America, the Middle East/Africa and Asia-Pacific.
This Asia-Pacific edition focuses its analysis on the responses of APAC consumers and CX Leaders gathered from Australia and New Zealand, China, India, Japan, Singapore and South Korea.
Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
