Genesys research

Personalization and empathy in customer experience

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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 personalized service on any channel.

Genesys conducted a multinational survey to understand what businesses are doing to offer those personalized, 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 personalization and empathy affect your brand and, ultimately, your bottom line.

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Genesys empowers more than 8,000 organizations 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 organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.