The state of customer experience
This report combines insights from two global surveys and Genesys Cloud CX™ platform data to understand the state of customer experience (CX) today — and the trends that will shape the market. The surveys were completed by 2,629 consumers and 690 CX executives across Asia-Pacific, Europe, Latin America, the Middle East/Africa and North America.
The research was first conducted in 2017; this report compares the trends over time to understand how consumers prefer to interact with a business, their satisfaction with different channels and what they value in a customer experience. It explores the strategies within CX functions, and the challenges, opportunities and initiatives that will continue to shape CX in the future.