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The state of customer experience

This report combines insights from two global surveys and Genesys Cloud CX™ platform data to understand the state of customer experience (CX) today — and the trends that will shape the market. The surveys were completed by 2,629 consumers and 690 CX executives across Asia-Pacific, Europe, Latin America, the Middle East/Africa and North America.

The research was first conducted in 2017; this report compares the trends over time to understand how consumers prefer to interact with a business, their satisfaction with different channels and what they value in a customer experience. It explores the strategies within CX functions, and the challenges, opportunities and initiatives that will continue to shape CX in the future.

Navigate the trends

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This report explores how consumers and companies are interacting today

It surfaces the good, the bad and the ugly about customer experience, and explores how CX leaders can win in the experience economy.