Report: The State of Customer Experience
Genesys surveyed 5,232 consumers and 1,181 CX leaders on the state of customer experience.
This report reflects how customer expectations and the ways that CX leaders are delivering experiences continue to evolve. It reveals where the priorities of consumers and businesses align and diverge. And it reveals how trends — such as consumers’ desires to seek service in multiple channels, and CX leaders’ continued move to the cloud and embrace of artificial intelligence (AI) — shape how CX is delivered.
This report reflects how customer expectations and the ways that CX leaders are delivering experiences continue to evolve. It reveals where the priorities of consumers and businesses align and diverge. And it reveals how trends — such as consumers’ desires to seek service in multiple channels, and CX leaders’ continued move to the cloud and embrace of artificial intelligence (AI) — shape how CX is delivered.
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