The State of Customer Experience

The State of Customer Experience is an ongoing series of consumer and business research related to customer experience (CX). This is the second global survey, executed in April and May 2021 on behalf of Genesys by an independent research firm. It includes insights from 2,629 consumers and 690 CX executives across multiple industries drawn from Asia-Pacific, Europe, Latin America, the Middle East, Africa and North America.

The research was first conducted in 2017 and this report compares trends over time to understand how consumers prefer to interact with a business and what they value in a customer experience. It explores trends in the CX function, including key strategic priorities and the leading CX challenges executives are facing today.

It also explores the changes in consumers’ channel preferences and satisfaction, the devices they’re using to interact with businesses, trends in personalization and how consumers are using social media to advocate for the companies that provide excellent service.


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