TREND 1

Companies want to win on experience

CX is a leading business priority for organizations worldwide. More than half of surveyed CX leaders said they report to the Executive Board or CEO, while the rest are accountable to either operations, sales, marketing or product organizations. CX functions are also receiving additional resources and investments. Almost two-thirds of executives reported their CX headcounts are growing in 2021. The same trend is true when it comes to customer experience budgets — 71% of respondents reported receiving a budget hike in 2021. One-fifth gained a budget increase of 50% or more.

of CX leaders report to the Executive Board or CEO

of CX budgets increased in 2021

of CX leaders are hiring additional headcount in 2021

Yet there’s still a disconnect in what companies and consumers are prioritizing. The number one priority for consumers in a service interaction is first-contact resolution (FCR); businesses prioritize professionalism and friendliness. Just 41% of CX leaders said their company is highly effective at providing FCR.

Consumers and CX leaders: Which of these do you/does your company value most in a customer service interaction?

First-contact resolution 0% 10% 20% 30% 40% 50% 33% 38% 39% 50% 48% 39% 32% 30% 30% 20% 20% 27% 23% 19% 34% Fast response Professionalism/friendliness Knowledgeableagent Reliable follow-through Trustworthiness ofthe agent Knowledge of myaccount/history Trustworthiness of the business 60% 54% Consumers CX leaders

Consumers and CX leaders: Which of these do you/does your company value most in a customer service interaction?

Consumers CX leaders

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