Genesys

92% of consumers expect brands to match the best experience they’ve ever had
Genesys CEO emphasizes AI orchestration for CX success
77% of consumers would recommend brands based on personalized service
60% of Americans don’t want to hear AI bots say ‘Sorry’
60% of banks worry economic downturn could halt digital expansion
Genesys CX metrics NPS
Four in 10 organizations can’t explain why CX metrics rise or fall
71% of firms increased their CX budget in 2021
Genesys human values contact centers
Only 9% of contact center agents list ‘quality, empathy and listening’ as greatest strengths