“The State of Customer Experience” is a benchmarking study based on global surveys of consumers and business leaders. Now in its third edition, the study explores consumer preferences in customer experience (CX) and business insights around digitalisation, personalisation and the impact of emerging technologies.
Genesys conducted this research in collaboration with an independent research firm. The global consumer survey gathered responses from 5,157 consumers ages 14–80, to gain deep insight across regions and generations. The executive perspective survey polled 646 senior CX decision-makers across multiple industries from North America, Europe, Latin America, the Middle East/Africa and Asia-Pacific.
This Asia-Pacific edition focuses its analysis on the responses of APAC consumers and CX Leaders gathered from Australia and New Zealand, China, India, Japan, Singapore and South Korea.
