The state of customer experience
A research study involving hundreds of consumers across the world decoding customer behaviors and the CX trends shaping the industry
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Featuring insights from more than 2600 customers and 600 customer experience executives, this study from Genesys presents key data on the state of customer experience (CX) today and the trends that will shape the market going forward.
Readers will access research data on the ongoing changes in consumers' channel preferences, the devices they are using to interact with businesses, personalization trends and how consumers are using social media to advocate for the companies that provide excellent CX.
Download this report to explore the CX methodologies, challenges, opportunities and initiatives that will shape customer loyalty strategies in the future.
Access this report to learn about:
- Key CX trends
- How empathy is supercharging CX effectiveness
- The evolution of channel preferences
- Personalization and rise of customer advocacy
- Emerging technologies in CX and journey to cloud
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