Genesys State of Customer Experience Research

Genesys State of Customer Experience research – Bridging the gap between businesses and customers

The Genesys State of Customer Experience research report is based on consumer and business findings related to customer experience.

This initial global survey, executed on behalf of Genesys by an independent research firm, includes insights from 1,900 consumers and more than 1,300 business users across North America, Europe, Latin America and Asia Pacific. Business respondents included those in executive roles within IT, customer care and marketing.

Download the report to gain valuable insights into:

What consumers value most when it comes to engaging with a business

How great customer experience inspires customers to share more with a business

What personal information consumers are most willing to share

Common hiccups and pitfalls throughout the customer journey

 Additional Information

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Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships.

Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.