Genesys：2025年全球客户体验状况报告（英文版）

Consumer expectations continue to rise and, as shown by our survey, there’s a gap between their expectations and their lived realities. For CX organizations to keep pace, they need to continue to improve how — and where — they deliver service and ensure they’re investing in the right technologies and practices. The importance of CX is undeniable: 82% of consumers globally say a company is only as good as its service. Though down from 86% in our 2023 report, this finding makes the connection b