{"id":465843,"date":"2023-02-07T09:37:56","date_gmt":"2023-02-07T17:37:56","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/le-principali-statistiche-del-2023-sulla-customer-experience"},"modified":"2024-05-31T08:14:48","modified_gmt":"2024-05-31T15:14:48","slug":"top-customer-experience-stats-to-know-in-2023","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/it-it\/blog\/post\/top-customer-experience-stats-to-know-in-2023","title":{"rendered":"Le principali statistiche del 2023 sulla Customer Experience"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text]When it comes to customer experience, the best stories are those that give customers a personalized omnichannel journey. And leading companies are undergoing a CX transformation to deliver those experiences at scale \u2013 leveraging world-class technologies and empowering employees with the tools they need to excel.<\/p>\n<p>Knowing what customers want \u2013 and where customer experience is lagging \u2013 can help you know where to focus efforts this year. This blog looks at the top statistics every CX leader needs to know to gain a competitive advantage in 2023 and beyond.[\/vc_column_text]<style type='text\/css'>\r .component.card { border: solid 2px #ff4F1F!important; } .component.card h4 { font-size: 1rem!important; font-weight: bold!important; display:inline; }\r <\/style>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span class=\"TextRun Highlight SCXW132611867 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW132611867 BCX0\">Loyalty is won or lost where customer expectations meet reality.<\/span><\/span><span class=\"EOP SCXW132611867 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">86%<\/span> of consumers say a company is only as good as its service.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">13%<\/span> of CX leaders say their company offers a truly omnichannel experience today.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">33%<\/span> of consumers have stopped using a company after a negative service interaction in the past year.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">#1<\/span> Consumers&#8217; greatest priority for personalization is: \u201cReceiving the services I need at any time and in my preferred channel.\u201d<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/state-of-cx?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>, Genesys 2023\u00a0<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/report\/the-connected-customer-experience?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">The Connected Customer Experience<\/a>, Genesys 2021<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>The Takeaway<\/h2>\n<p>Efficient, personalized experiences win loyalty and trust. Your experience is your brand. Yet the data shows we\u2019re transforming too slowly \u2014 and that tells customers they\u2019re not a priority. It&#8217;s time to close the gap.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;inline-card&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2>Una scarsa Employee Experience \u00e8 un rischio sia per il fatturato che per i ricavi.<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4>Il <span class=\"font-swb text-26 text-orange\">76%<\/span> dei responsabili della CX afferma che il morale del contact center \u00e8 basso.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">6 responsabili CX su 10<\/span> si trovano a dover affrontare l&#8217;aumento dei costi del reclutamento dei dipendenti.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">48%<\/span> of CX leaders say their organization currently does little or nothing at all to make contact center jobs easier.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">#1<\/span> The top strategic priority for CX leaders worldwide is improving employee experience with new technology.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4>Il <span class=\"font-swb text-26 text-orange\">64%<\/span> dei responsabili della CX dichiara che i propri agenti sono frustrati per la mancanza delle informazioni necessarie per assistere i clienti sul momento; l&#8217;<span class=\"font-swb text-26 text-orange\">83%<\/span> dei responsabili della CX intervistati utilizzer\u00e0 la tecnologia di assistenza agli agenti entro il 2024.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/cx-and-the-future-of-work\" target=\"_blank\" rel=\"noopener\">Customer Experience and the Future of Work<\/a>, MIT Technology Review, 2022<\/em><\/p>\n<p class=\"text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/human-values-report?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">Human Values: The Operating System for a High-Performing Contact Center<\/a>, Genesys, 2021<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>The Takeaway<\/h2>\n<p>We\u2019re competing for contact center talent based on the quality of our workplace culture and career development opportunities. Contact center employees need great technology to be successful in every interaction. They also need a progressive program of skills building and leadership development to keep them motivated over the long term.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span class=\"TextRun Highlight SCXW14130474 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW14130474 BCX0\">The most valuable technologies right now are the ones that simplify the customer and employee experiences.<\/span><\/span><span class=\"EOP SCXW14130474 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4>Le <span class=\"font-swb text-26 text-orange\">3<\/span> tecnologie pi\u00f9 avanzate per migliorare l&#8217;esperienza degli agenti fino al 2024 sono i consigli di coaching e formazione basati sull&#8217;intelligenza artificiale, il monitoraggio delle prestazioni dell&#8217;intelligenza artificiale e chatbot e voicebot.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">71%<\/span> of CX leaders are implementing a customer experience platform that integrates systems as a top strategic priority for 2023.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">#1\u00a0<\/span>CX leaders worldwide say the greatest benefit of migrating to the cloud is better access to data across channels.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4>L&#8217;<span class=\"font-swb text-26 text-orange\">87%<\/span> delle aziende afferma che l&#8217;intelligenza artificiale rende le esperienze pi\u00f9 empatiche per il cliente.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/state-of-cx?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>, Genesys 2023<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/cx-and-the-future-of-work?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">Customer Experience and the Future of Work, MIT Technology Review<\/a>, 2022<\/em><\/p>\n<p class=\"text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/white-paper-the-business-case-for-empathy?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">The Business Case for Empathy<\/a>, Genesys 2022<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>The Takeaway<\/h2>\n<p>The future of customer experience is an open, composable platform that allows for rapid innovation, data integration and access to the ecosystem.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2>Il vantaggio vincente nella CX<\/h2>\n<p><span data-contrast=\"none\">La morale di questa storia di dati: nel 2023 e oltre, le organizzazioni vinceranno con l&#8217;empatia. Vale a dire, supereranno la concorrenza quando offriranno customer journey fluidi e pertinenti per i clienti, coinvolgeranno i loro dipendenti in un percorso personalizzato di apprendimento e sviluppo che far\u00e0 progredire le loro carriere e utilizzeranno tecnologie agili a supporto di entrambi.\u00a0<\/span><span data-ccp-props=\"{}\"> \u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;472048&#8243; css=&#8221;.vc_custom_1683222935445{margin-top: 2.0em !important;margin-right: 1.5em !important;}&#8221;][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h4 class=\"font-swb\"><strong>The State of Customer Experience<\/strong><\/h4>\n<p>Organizations are failing to meet customer expectations. Find out how you can deliver the exceptional.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/resources\/state-of-cx?ost_tool=blog&ost_campaign=ft-blog\" target=\"_blank\" rel=\"\">Read the full report<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text]When it comes to customer experience, the best stories are those that give customers a personalized omnichannel journey. And leading companies are undergoing a CX transformation to deliver those experiences at scale \u2013 leveraging world-class technologies and empowering employees with the tools they need to excel. Knowing what customers want \u2013 and where [&hellip;]<\/p>\n","protected":false},"author":895,"featured_media":464596,"template":"","tax_priority":[54],"tax_blogtype":[17750],"tax_blogcategory":[15948,13114,18243],"tax_contenttheme":[14943,14942],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-465843","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-it-it","tax_blogcategory-ai-and-machine-learning-it-it","tax_blogcategory-cloud-it-it","tax_blogcategory-customer-journey-management-it-it","tax_contenttheme-improve-employee-experience-it-it","tax_contenttheme-improve-customer-experience-it-it"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/blog\/465843","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/users\/895"}],"version-history":[{"count":20,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/blog\/465843\/revisions"}],"predecessor-version":[{"id":522011,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/blog\/465843\/revisions\/522011"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/media\/464596"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/media?parent=465843"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_priority?post=465843"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_blogtype?post=465843"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_blogcategory?post=465843"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_contenttheme?post=465843"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_bundle?post=465843"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_contenttheme2?post=465843"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_capability_sitewide?post=465843"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_products_programs?post=465843"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_buying_job?post=465843"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_buyer_persona?post=465843"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_sector?post=465843"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_segment?post=465843"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}