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?
CX trends to consider
Industry growth has barely kept pace with inflation since the pandemic. With fierce competition and increasing costs customer service is a key differentiator for retailers.
Trends, challenges and best practices case study for retailers
Challenges
From maximising customer loyalty to managing peak demand, we detail the 5 key challenges identified amongst our retail customers.
What does good retail CX look like?
With significant uplifts to Trustpilot and Yotpo scores, read more about this 300 store retail client and their CX transformation.
