New Insights
What do consumers think good CX looks like?
Over 65% of consumers want to switch between channels without repeating themselves, and they value being connected straight away to the right person during an interaction.
Following surveys with 5000+ consumers and 1100+ CX leaders across multiple regions.
What customers don’t want
The inability to resolve problems on the first try and difficulty reaching a live agent are major pain points for consumers. This frustration, particularly the lack of access to human support, is the primary catalyst for customers switching brands.
In the last 12 months
The most used channels were email and live agent via phone, and the preferred channel for people is live agent via phone. With the rise of deflection and other channels such as WhatsApp, is this a surprise?
Read full findings here!
Event Video
Highlights from the CX and AI Strategy Event, March 2025
What did we cover at the event?
Kerv and Genesys experts gathered at the impressive Tower of London, alongside two of our customers to clearly demonstrate how companies can elevate their CX strategies by utilising AI and Digital strategies to implement data-driven empathetic customer experiences and achieve amazing results.
Watch the highlights reel to find out what we covered at the event and then get in touch with us to find out how you can start your own CX and digital transformation journey with Genesys.
Fancy coming along to the next one? Check out our Events page.
Want more info? Read the event blog, including some great benefit stats from our customer speakers!
Retail CX: The Ultimate Contact Centre Buyers Guide
From AI to automation, a contact centre buyer’s guide for retailers
No forms, just useful insight.What's included?
The CX Factor: A Deep Dive into Customer Experience
Welcome to The CX Factor, a podcast that explores the intricacies of customer experience (CX) from the perspective of those who know it best – our customers. Join us as we interview Kerv Experience clients, delving into their unique journeys, challenges, and triumphs in the realm of CX.
For this episode we are joined by Walsall Council, discussing their goal to provide the best resident experience by utilising digital and AI. Featuring Kiran Grewal-Lehal, Customer Delivery Manager at Walsall.
Key highlights:
- About their transformation and winning the Most Improved Council award
- Giving residents the best possible experience
- What’s improved?
- Implementing change with your agents (not to them)
- Buy Genesys to save money!
- What will 2025 bring?
Enjoyed this podcast? Listen to some more!
CX Translate is helping Walsall improve the experience for residents where English is a second language, find out more about this game changing product for Genesys contact centres.
White Paper
Top 5 CX Trends for 2025
What does 2025 have in store for CX?
In today’s rapidly evolving digital landscape, customer expectations are constantly shifting. To thrive in 2025, CX professionals must adapt and embrace emerging trends. This white paper explores the top 5 critical trends shaping the future of customer experience.
Download this report to find out:
- Why empathy and taking care of your vulnerable customers is a key component of the customer journey.
- How to negate the prevalence of fraud and cybercrime
- How joining up data and AI can drive engagement at scale.
- Why CX professionals are excited about interaction analytics and how you can take advantage of the benefits.
- How to take advantage of the latest AI tools to make your employees happier.
By embracing these 5 key trends, businesses can deliver exceptional customer experiences, build lasting customer loyalty, and gain a competitive edge in the ever-evolving market. Read the guide to find out more!
