TRENDING
GENESYS REPORT CONFIRMS CUSTOMER EXPERIENCE IS AT THE HEART OF SUCCESS
Organizations must unlock the new paradigm of personalized , empathetic experiences at scale to build customer relationships and growth amid changing consumer preferences and increasing expectations . We take a look at the findings of Genesys ’ State of Customer Experience report which delve deeper into this philosophy .
Poor customer experiences are threatening brand loyalty , with nearly one-third ( 31 %) of consumers opting to take their business elsewhere after a dissatisfactory interaction last year . New research from Genesys , a global cloud leader in experience orchestration , also reveals that the number one challenge for organizations is keeping up with rising consumer expectations – putting their bottom line at risk as they struggle to deliver relationship-building experiences . In the third edition of this Genesys global benchmarking study , The State of Customer Experience examines how consumer preferences for personalized , empathetic experiences , rapidly increasing digital channel use and declining satisfaction with automated interactions create mounting pressure for organizations worldwide .
The number one challenge for organizations is keeping up with rising consumer expectations .
Bad experiences kill customer loyalty
Expectations about what makes a great customer experience ( CX ) are rising faster than most organizations can keep up with – and consumers aren ’ t afraid to walk away when their needs aren ’ t met .
• The majority of consumers ( 86 %) believe a company is only as good as its service – a
www . intelligentcio . com INTELLIGENTCIO APAC 23