The State of Customer Experience

Times have changed. Digital customer experience (CX) channels are mainstream — and the paths toward loyalty and growth involve meeting customers on their journey by aligning to their preferences, prioritizing customer and employee engagements, and harnessing cloud-based technologies.

In this new global report, Genesys surveyed more than 2,600 consumers and 690 CX executives across the US, Latin America, the Middle East/Africa, Europe and Asia-Pacific to understand customer and employee journeys and provide actionable insights to guide the next phase of CX transformations.

Download the report to learn key strategic priorities and the leading CX challenges executives face. You’ll also gain insights into:

The latest trends around digitalization, changes in consumers’ channel preferences, satisfaction and attitudes toward personalization
How consumers prefer to interact with a business and what they value in a customer experience
Emerging CX technologies and how they can supercharge your agents and orchestrate the customer journey

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