Research report

The connected customer experience: CX defines brand success for consumers today

Rethink customer experience to build trust and loyalty with today’s disconnected consumers

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The COVID-19 pandemic profoundly changed the ways in which people live, work and interact with friends, colleagues and businesses.

In this new global report, Genesys surveyed over 11,000 consumers across the US, Latin America, Europe and Asia-Pacific to understand how the pandemic affected people’s health, happiness, and social and professional interactions — and how businesses should adjust to meet these changes.

Findings include:

70% of consumers worldwide believe a company is only as good as its customer service
59% of consumers prefer an empathetic customer service experience to a speedy resolution
83% of consumers want customer service employees to listen to them and understand their needs

Building trust and loyalty with today’s disconnected consumers requires radically rethinking the customer experience. Organisations must combine the right people with the right technology, powered by artificial intelligence, to deliver the empathetic experiences that enable them to become loyalty leaders in today’s digital economy.