The Connected Customer Experience: Global Survey & Insights Report

Consumers' feelings and expectations have shifted radically in the last 18 months, and with that so must CX leaders approach to customer experience globally.

A recent survey found 59% of consumers prefer an empathetic customer service experience when compared to a speedy resolution.

Consumer desire for empathy in digital and human interactions has increased undoubtedly, largely due to the toll of 'pandemic life'. CX leaders now face increased challenges to prioritise trust and loyalty amongst their customers, as the need to radically rethink customer experience is evident.

This global report provides an understanding of these consumer shifts, allowing CX leaders to strategically plan an agile and adaptive strategy going forward. 

Genesys conducted a survey from Dec 2020 to Apr 2021, across 11000 consumers globally to better understand how the pandemic affected both their happiness, overall health, and interactions.

These results provide an insightful look across generational, regional, technological, and health differences for human connections and interactions going forward.

This insightful report is divided into key sections including:

• Human Connections in Crisis
• Health, Well-Being & the Connection Deficit
• Rethinking the Customer Experience
• Customer Service Today: Your Approach Rethought

A generational comparison of the pandemic impact found a clear gap in the profound effects for each group. With over half of Gen Z and Millenials finding the pandemic difficult, in comparison to less than half of Gen X and Baby Boomers stating the same; the varied desire and need for interaction and empathy across generations is clear.

The overwhelming consensus finds a clear human connection crisis, as whilst social and emotional impacts vary, there is a blanket signal of how these reduced levels of connection are impacting consumers.

So how must your customer experience strategy pivot to allow your service to resonate and engagement to thrive?

As 59% of consumers prefer an empathetic experience to a speedy resolution - are you prioritizing the value of the agent's connection or sprinting to the finish?

This 33-page report, delivered by Genesys offers insightful survey results alongside key takeaways and actionable points to allow you to radically rethink and elevate your customer experience.

Download your copy below to onboard these leading insights.