Genesys – State of Customer Experience Report

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The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

The Genesys State of CX Report surveyed roughly 2,000 consumers and 1,300 businesses around the world. Discover what your customers expect when it comes to bots, AI, mobile messaging, and more. Read this white paper to see how we examine customer experience from the perspective of consumers and businesses to provide insight about:

  • How consumers prefer to interact with a business
  • What consumers value most when engaging with a business
  • What personal information consumers are willing to share for a better CX experience