Genesys：2025全球客户体验状况报告（英文版）（77页）.pdf

1、The State of Customer Experience2The State of Customer ExperienceIntroductionThe fourth edition of“The State of Customer Experience”report is based on a global survey of 5,232 consumers and 1,181 customer experience(CX)decision-makers.Genesys has conducted this survey biannually since 2017,giving us

2、 a unique perspective on consumer expectations,perceptions and experiences,as well as an understanding of how CX professionals prioritize,measure and deliver customer and employee experiences.This years report reflects how customer expectations and the ways that CX leaders are delivering experiences

3、 continue to evolve.It reveals where the priorities of consumers and businesses align and diverge.And it reveals how trends such as consumers desires to seek service in multiple channels,and CX leaders continued move to the cloud and embrace of artificial intelligence(AI)shape how CX is delivered.30

4、4 07 24 49 52 54Executive summary Consumer findings 07 What consumers value in a service interaction 10 Consumers want seamless service across channels 11 Consumers want personalized service 14 Consumers want to be able to interact with people 15 The channels consumers use and prefer 19 Consumer sat

5、isfaction varies by channel 22 Actions that drive consumer dissatisfaction 23 Bad experiences can have a cost CX leader findings 24 The CX function continues to rise in strategic importance 25 What CX organizations value and measure 29 Strategic CX priorities align with experience orchestration 34 E

6、nhancing CX by building an Al advantage 36 Channel mix,effectiveness and plans 39 CX organizations are making progress on omnichannel experiences 42 Customer experience technology adoption and plans 44 CX platforms continue to shift to the cloud but the majority have yet to move 47 CX leader expecta