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.
Sources:
The State of Customer Experience, Genesys 2023
The Connected Customer Experience, Genesys 2021
A poor employee experience is a risk to your top and bottom lines.
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 most valuable technologies right now are the ones that simplify the customer and employee experiences.
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 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.
Source: Genesys
