{"id":569910,"date":"2025-04-30T16:08:29","date_gmt":"2025-04-30T23:08:29","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/year-in-review-what-went-wrong-in-cx"},"modified":"2025-04-30T16:22:17","modified_gmt":"2025-04-30T23:22:17","slug":"year-in-review-what-went-wrong-in-cx","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/year-in-review-what-went-wrong-in-cx","title":{"rendered":"Year in review: what went wrong in CX?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8221;enable&#8221; par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; m_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;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;]<\/p>\n<p class=\"pre_h1\">On-demand webinar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1744754956978{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1 class=\"h2\">Year in review:<br \/>\nWhat went wrong in CX?<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Learn what went wrong in customer experience (CX) in 2024 and how to align your strategy with what customers truly want in 2025.[\/vc_column_text]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">Watch the session now to:<\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li>Get an understanding of shifting consumer expectations.<\/li>\n<li>Discover how AI and cloud-based platforms can transform CX.<\/li>\n<li>Learn best practices for delivering personalised, seamless experiences.<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;]<div 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work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/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=\"701Ht000001CT2GIAW\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/569910?thankyou=569910&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" 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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 form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" 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=\"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\">Job 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\" 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<\/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=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><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=\"Watch now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch now\" 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_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column background_color=&#8221;bgc-lgray&#8221; width=&#8221;7\/12&#8243;][vc_row_inner css=&#8221;.vc_custom_1742491904802{margin-top: 5px !important;margin-right: 5px !important;margin-bottom: 5px !important;margin-left: 5px !important;}&#8221;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4 style=\"text-align: left;\">Overview<\/h4>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<span class=\"NormalTextRun SCXW186408759 BCX0\">Customer<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> expectations are constantly evolving, but <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">not all <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">businesses are<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> keeping up<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">.\u202f<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">According to \u201cThe State of Customer Experience\u201d report, 72%<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> of <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">consumers<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> surveyed<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">\u202f value feeling understood when interacting with a preferred brand<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">.<\/span> <span class=\"NormalTextRun SCXW186408759 BCX0\">Y<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">et only\u202f16% of CX leaders <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">surveyed say they <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">offer\u202fomnichannel service<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> \u2014 a key to <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">creating <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">effortless and personalised <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">experiences<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">.<\/span><\/p>\n<p><strong>Are you meeting customer standards to drive loyalty?<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Join Shep Hyken and Harry Folloder as they uncover key CX gaps from 2024 and share solutions from \u201cThe State of Customer Experience\u201d report.\u202fPlus, you\u2019ll learn how to align your strategy with what customers truly want.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4 style=\"text-align: center;\">Our featured CX experts<\/h4>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=&#8221;.vc_custom_1742491936595{margin-top: 5px !important;margin-right: 5px !important;margin-bottom: 5px !important;margin-left: 5px !important;}&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;562680&#8243; alignment=&#8221;center&#8221; css=&#8221;.vc_custom_1742490157033{margin-bottom: 35px !important;}&#8221; si_max_width=&#8221;250&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"font-weight: 400; text-align: center;\"><strong>Shep Hyken<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"font-weight: 400; text-align: center;\">Author, Speaker and CX expert<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;562681&#8243; alignment=&#8221;center&#8221; css=&#8221;.vc_custom_1742490348067{margin-bottom: 35px !important;}&#8221; si_max_width=&#8221;250&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Harry Folloder<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\">Chief Digital and Technology Officer, Alorica<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<a class=\"component card w-100 bgc-glass-dark vertical text-center thumbnail   \" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx\" target=\"_blank\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"820\" height=\"464\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/state-of-cx-mm-notext.png\" alt=\"state-of-cx-mm-notext\" ><\/div><div class=\"card-body\"><p>The webinar features data-driven insights from <strong>The State of Customer Experience report.<\/strong><\/p>\n<p>Download this report full of key insights from our survey of over 5,000 global consumers and 1,000 CX leaders.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-center\"><div class=\"small mt-0 btn btn-secondary \" href=\"#\" target=\"\" rel=\"\">Get the companion report<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section sec_modern_width=&#8221;enable&#8221; par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; m_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;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;] On-demand webinar [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1744754956978{margin-bottom: 20px !important;}&#8221;] Year in review: What went wrong in CX? [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Learn what went wrong in customer experience (CX) in 2024 and how to align your strategy with what customers truly want in 2025.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; content_placement=&#8221;middle&#8221; [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":0,"template":"","tax_priority":[54],"tax_contenttheme":[14902,14904],"tax_bundle":[],"tax_contenttheme2":[16139,18481],"tax_capability_sitewide":[16201],"tax_products_programs":[17548],"tax_buying_job":[16633,16651],"tax_buyer_persona":[16887,16919],"tax_sector":[16931,16966,16986,17015,17025,17050],"tax_segment":[17079],"class_list":["post-569910","webinars","type-webinars","status-publish","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_contenttheme2-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_sector-financial-en-sg","tax_sector-healthcare-en-sg","tax_sector-industrial-en-sg","tax_sector-public-en-sg","tax_sector-retail-en-sg","tax_sector-technology-en-sg","tax_segment-enterprise-en-sg","tax_content_type-video-en-sg","tax_set-video"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":407786,"post_author":"316","post_date":"2025-03-13 11:09:11","post_date_gmt":"2025-03-13 18:09:11","post_content":"[vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1741380335468{background-image: url(https:\/\/www.genesys.com\/media\/genesys-wave-big-right.png?id=560222) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h1>The State of Customer Experience report<\/h1>\r\n<p class=\"text-20\">We surveyed 5,232 consumers and 1,181 CX leaders on the state of customer experience.<\/p>\r\n[\/vc_column_text][vc_single_image image=\"560163\" css=\"\" el_class=\"mt-2\"][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Download the report\" ar_status=\"Asset\" cta_header=\"\" cid_id=\"7014X000003AhM7QAK\" form_additional_classes=\"no-bg-form\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">82%<\/p>\r\nof consumers say a company is only as good as its service[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">30%<\/p>\r\nof consumers stopped doing business with a company in the last year because of a bad experience[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">41%<\/p>\r\nof consumers have recommended a company after a positive customer service experience[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"2\/3\" offset=\"vc_col-sm-offset-2\"][component_card background_color=\"bgc-lgray\" addclass=\"p-0 p-lg-3\"]\r\n<p class=\"text-32\">41% of CX leaders say keeping pace with rising customer expectations is the biggest challenge facing their CX organisation<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column c_sticky=\"yes\" width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3>Consumers want their issue fixed \u2014 fast<\/h3>\r\nFind out what matters most to consumers based on over 5,000 global responses[\/vc_column_text][\/vc_column][vc_column width=\"7\/12\" offset=\"vc_col-sm-offset-1\"][component_card content_alignment=\"text-center\" media_size=\"thumbnail\" thumb_ratio=\"custom-wide\" cta_style=\"btn\" background_color=\"bgc-lgray\" media=\"560175\" cta=\"url:%23|title:Get%20the%20report|\"]\r\n<p class=\"text-40 mb-2\" style=\"text-align: center;\">Download the report to view the full chart and see what consumers value<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h3>CX leaders aren\u2019t delivering the personalised, omnichannel experiences that consumers want<\/h3>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">97%<\/p>\r\nof consumers say it\u2019s important to be able to move from one channel to another without having to repeat information[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">84%<\/p>\r\nof CX leaders don\u2019t offer multiple channels with completely integrated technology and seamlessly connected data[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3>CX leaders are investing for the future<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">33%<\/p>\r\nof CX budgets are expected to go to AI-powered technology in the next 12 months[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">57%<\/p>\r\nof CX technology is not fully in the cloud[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">33%<\/p>\r\nof CX leaders are challenged by siloed departments with separate customer engagement solutions[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][component_cta_block cta_ratio=\"8\" background_color=\"bgc-glass\" cta=\"url:%23|title:Download%20now|\" mobile_bg=\"560201\" css=\".vc_custom_1741633684291{background-image: url(https:\/\/www.genesys.com\/media\/state-of-cx-2025-cta-desktop.png?id=560200) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"]\r\n<h3>Ready to future-proof your CX strategy?<\/h3>\r\nUnlock this report full of key insights from our survey of over 5,000 global consumers and 1,000 CX leaders.[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section]","post_title":"The State of Customer Experience","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"state-of-cx","to_ping":"","pinged":"","post_modified":"2025-03-28 15:22:37","post_modified_gmt":"2025-03-28 22:22:37","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/the-state-of-customer-experience","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":423617,"post_author":"316","post_date":"2025-11-17 14:35:56","post_date_gmt":"2025-11-17 22:35:56","post_content":"","post_title":"Contact centre buyer's guide","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-centre-buyers-guide","to_ping":"","pinged":"","post_modified":"2026-01-27 18:22:38","post_modified_gmt":"2026-01-28 02:22:38","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/2022-contact-centre-buyers-guide","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":551253,"post_author":"316","post_date":"2024-12-15 14:31:54","post_date_gmt":"2024-12-15 22:31:54","post_content":"[vc_section][vc_row][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h1>CX trends in 2025 and beyond<\/h1>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h2>Transformative insights for your business<\/h2>\r\n[\/vc_column_text][vc_column_text css=\"\"]<span class=\"TextRun SCXW22033385 BCX0\" lang=\"EN-US\" 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