{"id":417008,"date":"2023-05-08T03:22:04","date_gmt":"2023-05-08T10:22:04","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/o-estado-da-experiencia-do-cliente"},"modified":"2025-05-01T12:39:22","modified_gmt":"2025-05-01T19:39:22","slug":"state-of-cx","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/pt-br\/resources\/state-of-cx","title":{"rendered":"O Cen\u00e1rio da Customer Experience"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8221;enable&#8221; 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; css=&#8221;.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;}&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Relat\u00f3rio O Cen\u00e1rio da Customer Experience<\/h1>\n<p class=\"text-20\">Entrevistamos 5.232 consumidores e 1.181 l\u00edderes de CX em rela\u00e7\u00e3o ao estado da experi\u00eancia do cliente.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;566549&#8243; css=&#8221;&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init no-bg-form yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your 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=\"701Ht000001CSd9IAG\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/417008?thankyou=417008&page_type=resources&page_attr=Relat%C3%B3rio%3BWhite%20paper\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/417008\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"pt-br\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/417008\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"417008\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email Corporativo\" placeholder=\"Email Corporativo\">\n        <label for=\"fe192\">Email Corporativo<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=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nome\">\n        <label for=\"fe190\">Nome<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=\"Sobrenome\">\n        <label for=\"fe191\">Sobrenome<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\">Vice Presidente<\/option><option value=\"Director\">Diretor<\/option><option value=\"Manager\">Gerente<\/option><option value=\"Principal\">Presidente<\/option><option value=\"Engineer \/ Architect\">Engenheiro\/Arquiteto<\/option><option value=\"Consultant\">Consultor<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Parceiro<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe219\">N\u00edvel<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\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Seguros<\/option><option value=\"Collections\">Cobran\u00e7as<\/option><option value=\"Contact Center Management\">Gerenciamento de Contact Center<\/option><option value=\"Customer Experience\">Experi\u00eancia do cliente<\/option><option value=\"Customer Service\">Atendimento ao cliente<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Canais digitais<\/option><option value=\"Finance\">Finan\u00e7as<\/option><option value=\"Human Resources\">Recursos Humanos<\/option><option value=\"Influencer\">Influenciador<\/option><option value=\"Information Technology\">Tecnologia da Informa\u00e7\u00e3o<\/option><option value=\"IT Architecture\">Arquitetura de TI<\/option><option value=\"IT Infrastructure\">Infraestrutura de TI<\/option><option value=\"IVR\">URA<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Opera\u00e7\u00f5es\/Gerenciamento de Processos<\/option><option value=\"Production Management\">Gerenciamento de Produ\u00e7\u00e3o<\/option><option value=\"Purchasing\">Compras<\/option><option value=\"Sales\">Vendas<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe218\">Fun\u00e7\u00e3o<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=\"company\" id=\"fe193\" value=\"\" placeholder=\"Empresa\">\n        <label for=\"fe193\">Empresa<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefone\">\n        <label for=\"fe215\">Telefone<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=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pa\u00eds<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\">Estado<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=\"Cidade\">\n        <label for=\"fe226\">Cidade<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=\"Cargo\">\n        <label for=\"fe220\">Cargo<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\">Servi\u00e7os banc\u00e1rios<\/option><option value=\"Business Services\">Presta\u00e7\u00e3o de servi\u00e7os a empresas<\/option><option value=\"Capital Markets\">Mercado de Capitais<\/option><option value=\"Communications\">Ag\u00eancia de Comunica\u00e7\u00e3o<\/option><option value=\"Consumer Products\">Bens de Consumo<\/option><option value=\"Defense & Intelligence\">Defesa & Intelig\u00eancia<\/option><option value=\"Education & Non-Profit\">Educa\u00e7\u00e3o<\/option><option value=\"Energy & Utilities\">Energia & Utilities<\/option><option value=\"Entertainment\">Entretenimento<\/option><option value=\"Government\">Governo<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Bioci\u00eancia<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Provedores<\/option><option value=\"Retailers\">Varejo<\/option><option value=\"Technology\">Tecnologia<\/option><option value=\"Travel & Hospitality\">Viagem & Hospedagem<\/option><option value=\"Retail Banking\">Banco de Varejo<\/option><option value=\"Other\">Outro<\/option>\n        <\/select>\n        <label for=\"fe221\">Ind\u00fastria<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\">Apenas pesquisando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de neg\u00f3cios<\/option><option value=\"Comparing solutions\">Comparando solu\u00e7\u00f5es<\/option><option value=\"Ready for a conversation\">Pronto para uma conversa<\/option>\n        <\/select>\n        <label for=\"fe222\">N\u00edvel de Interesse<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\">Entre 1 e 20<\/option><option value=\"21-50\">De 21 a 50<\/option><option value=\"51-100\">De 51 a 100<\/option><option value=\"101-300\">De 101 a 300<\/option><option value=\"301-500\">De 301 a 500<\/option><option value=\"501-1000\">De 501 a 1.000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Sem contact center<\/option><option value=\"Don't Know\">N\u00e3o sei<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de posi\u00e7\u00f5es de agentes<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\">Sim. Gostaria de receber informa\u00e7\u00e3o sobre a Genesys via e-mail ou telefone.<\/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\">Gostaria de ser contatado por um especialista do CX.<\/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=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"O Cen\u00e1rio da Customer Experience\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/417008?thankyou=417008&page_type=resources&page_attr=Relat%C3%B3rio%3BWhite%20paper\"><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=\"Baixe o relat\u00f3rio\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Baixe o relat\u00f3rio\" 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][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">82%<\/p>\n<p>dos consumidores dizem que uma empresa \u00e9 boa quando o seu servi\u00e7o de atendimento \u00e9 bom[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">30%<\/p>\n<p>dos consumidores pararam de fazer neg\u00f3cios com uma empresa no ano passado devido a uma experi\u00eancia ruim[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">41%<\/p>\n<p>dos consumidores recomendaram uma empresa depois de terem uma experi\u00eancia positiva de atendimento ao cliente[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;2\/3&#8243; offset=&#8221;vc_col-sm-offset-2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  p-0 p-lg-3\" ><div class=\"card-body\"><p class=\"text-32\">41% dos l\u00edderes de CX afirmam que acompanhar o ritmo das crescentes expectativas dos clientes \u00e9 o maior desafio enfrentado por suas organiza\u00e7\u00f5es de CX<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column c_sticky=&#8221;yes&#8221; width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Os consumidores querem ter seu problema resolvido rapidamente<\/h2>\n<p>Descubra o que \u00e9 mais importante para os consumidores com base em mais de 5.000 respostas globais[\/vc_column_text][\/vc_column][vc_column width=&#8221;7\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<a class=\"component card w-100 bgc-lgray vertical text-center thumbnail custom-wide  \" href=\"#\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"895\" height=\"394\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/state-of-cx-2025-ss-teaser.png\" alt=\"state-of-cx-2025-ss-teaser\" ><\/div><div class=\"card-body\"><p class=\"text-40 mb-2\" style=\"text-align: center;\">Baixe o relat\u00f3rio para consultar o gr\u00e1fico completo e ver o que os consumidores valorizam<\/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=\"\">Obtenha o relat\u00f3rio<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section 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][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3>Os l\u00edderes de CX n\u00e3o est\u00e3o oferecendo as experi\u00eancias omnichannel personalizadas que os consumidores desejam<\/h3>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">97%<\/p>\n<p>dos consumidores consideram importante poder transitar entre canais sem ter que ficar repetindo as informa\u00e7\u00f5es[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">84%<\/p>\n<p>dos l\u00edderes de CX n\u00e3o oferecem v\u00e1rios canais com tecnologias totalmente integradas e dados perfeitamente conectados[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3>Os l\u00edderes de CX est\u00e3o investindo para o futuro<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">33%<\/p>\n<p>dos or\u00e7amentos de CX dever\u00e3o ser destinados a tecnologias com IA nos pr\u00f3ximos 12 meses[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">57%<\/p>\n<p>das tecnologias de CX n\u00e3o est\u00e3o totalmente na nuvem[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">33%<\/p>\n<p>dos l\u00edderes de CX t\u00eam que lidar com departamentos isolados com solu\u00e7\u00f5es separadas de engagement com o cliente[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<a class=\"component-cta-block card w-100 h-100 bgc-glass centered cta-text-start  vc_custom_1742363349359\"  style=\"--ob-bg-mobile:url(https:\/\/www.genesys.com\/media\/state-of-cx-2025-cta-mobile.png);\"  href=\"#\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-4\"><div class=\"content-container\"><h3>Voc\u00ea est\u00e1 pronto para preparar a sua estrat\u00e9gia de CX para o futuro?<\/h3>\n<p>Acesse este relat\u00f3rio repleto de insights valiosos da nossa pesquisa com mais de 5.000 consumidores globais e 1.000 l\u00edderes de CX.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Baixe agora<\/div><\/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; 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