The State of Customer Experience 

A new paradigm: Personalized, empathetic experiences at scale

“The State of Customer Experience” is a global benchmarking study based on surveys of consumers and customer experience (CX) decision-makers. In surveying CX Leaders, the report discovers profound challenges in digital transformation strategy and execution, and shares a powerful roadmap for delivering empathetic experiences at scale.

Genesys The State of CX Report 2023