The 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 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 year’s report reflects how customer expectations and the ways that CX leaders are delivering experiences 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.