When it comes to customer experience, the best stories are those that give customers a personalized omnichannel journey. And leading companies are undergoing a CX transformation to deliver those experiences at scale – leveraging world-class technologies and empowering employees with the tools they need to excel.

Knowing what customers want – and where customer experience is lagging – can help you know where to focus efforts this year. This blog looks at the top statistics every CX leader needs to know to gain a competitive advantage in 2023 and beyond.

Loyalty is won or lost where customer expectations meet reality. 

86% of consumers say a company is only as good as its service.

13% of CX leaders say their company offers a truly omnichannel experience today.

33% of consumers have stopped using a company after a negative service interaction in the past year.

#1 Consumers’ greatest priority for personalization is: “Receiving the services I need at any time and in my preferred channel.”

Sources:

The State of Customer Experience, Genesys 2023 

The Connected Customer Experience, Genesys 2021

The Takeaway

Efficient, personalized experiences win loyalty and trust. Your experience is your brand. Yet the data shows we’re transforming too slowly — and that tells customers they’re not a priority. It’s time to close the gap.

A poor employee experience is a risk to your top and bottom lines.

76% of CX leaders say there is low morale in the contact center.

6 in 10 CX leaders struggle with the rising costs of employee recruitment.

48% of CX leaders say their organization currently does little or nothing at all to make contact center jobs easier.

#1 The top strategic priority for CX leaders worldwide is improving employee experience with new technology.

64% of CX leaders say their agents are frustrated by insufficient information to assist customers in the moment; 83% of surveyed CX leaders will use agent-assist technology by 2024.

Sources:

Customer Experience and the Future of Work, MIT Technology Review, 2022

Human Values: The Operating System for a High-Performing Contact Center, Genesys, 2021

The Takeaway

We’re competing for contact center talent based on the quality of our workplace culture and career development opportunities. Contact center employees need great technology to be successful in every interaction. They also need a progressive program of skills building and leadership development to keep them motivated over the long term.

The most valuable technologies right now are the ones that simplify the customer and employee experiences. 

3 hottest technologies for improving agent experience between now and 2024 are AI-based coaching and training recommendations, AI performance monitoring, and chatbots and voicebots.

71% of CX leaders are implementing a customer experience platform that integrates systems as a top strategic priority for 2023.

#1 CX leaders worldwide say the greatest benefit of migrating to the cloud is better access to data across channels.

87% of companies say AI makes experiences feel more empathetic to the customer.

Sources:

The State of Customer Experience, Genesys 2023

Customer Experience and the Future of Work, MIT Technology Review, 2022

The Business Case for Empathy, Genesys 2022

The Takeaway

The future of customer experience is an open, composable platform that allows for rapid innovation, data integration and access to the ecosystem.

The Winning Advantage in CX

The moral of this data story: In 2023 and beyond, organizations will win with empathy. That is, they’ll outpace competitors when they provide customer journeys that are both frictionless and relevant, engage their employees through personalized learning and development that advances their careers, and harness agile technologies that support both.   

The state of customer experience | genesys

The State of Customer Experience

Organizations are failing to meet customer expectations. Find out how you can deliver the exceptional.

Read the full report