The State of Customer Experience
Date
2021-01Author
Genesys
Abstract
This e-book is part of an ongoing series of consumer and business research related to customer experience (CX). First conducted in 2017, this research and corresponding reports compares trends over time to understand how consumers prefer to interact with a business and what they value in a customer experience. It explores trends in the CX function; changes in consumers' channel preferences and satisfaction; the devices they are using to interact with businesses; and trends in personalization. (Note: Access to content may require you to provide an email address or other contact information)