Genesys: state of customer experience.

Times have changed. In 2017, digitalization was at a nascent stage with  just one in six consumers using messaging or bots for service interactions. 

The COVID-19 pandemic was a turning point. Digital channels are now mainstream; and many CX organizations have struggled with the growth in transaction volume and complexity. This research finds we’re entering a new phase.

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.

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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.

This research finds we’re entering a new phase — one that’s shaped by five major trends:

1. Companies want to win on CX: The pandemic has elevated the importance of customer experience as an organizational differentiator. Almost two-thirds of surveyed CX leaders said that headcounts are increasing in 2021 and three out of four have a greater budget than they did in 2020.
2. Digital adoption and transaction volume have soared: The pandemic has, by necessity, driven people online and accelerated shifts in consumer behavior. This survey finds that the use of chatbots, social media and mobile apps has more than doubled since 2017. According to data from Genesys Cloud CX™ platform usage, interaction volumes across voice, email and live webchat doubled from 2020 to 2021. But first-contact resolution (FCR) remains the biggest gap organizations need to close.

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Who is Genesys?

Genesys is a leading global provider of cloud and on-premises customer experience and contact centre solutions. With a comprehensive and scalable portfolio, Genesys integrates AI, machine learning, and analytics to optimise customer interactions across multiple channels.

Serving over 8000 organisations in more than 100 countries, Genesys enhances customer satisfaction and business outcomes through its AI-powered Genesys Cloud platform, delivering personalised and efficient experiences at scale.

Did you know?

• We completed the first end-to-end digital implementation in 2022 in Europe, deploying every digital channel and the full Genesys AI experience.
• We are the largest Genesys partner in Africa.
• With a relationship that started in the 1990s, we are one of the longest-serving Genesys partners in the United Kingdom and Europe.
• Our fastest rollout was completed within four days across 10 countries in Europe in 10 different languages.