State of Customer Experience

Mind the Gap: Do You Really Know What Your Customer Wants?

Join April 18-19 global webinars: Bridging the customer experience divide between what consumers expect and what businesses deliver

Bridging the gap: Findings from The Genesys State of Customer Experience highlight some of the widening gaps between businesses and their customers.

SAN FRANCISCO, April 5, 2018 /PRNewswire/ — Genesys® (, the global leader in omnichannel customer experience and contact center solutions, is hosting free, 60-minute webinars on April 18 and 19 to discuss the findings of the Genesys “State of Customer Experience” report with analyst Sheila McGee-Smith of McGee-Smith Analytics.

The global survey sponsored by Genesys reveals fewer than 20 percent of companies across the world have a dedicated team to manage the complete customer journey — even though customer experience is arguably the most powerful differentiator in business today.

Evidence of this is everywhere – customer experience nightmares for airlines, retailers, telecommunications service providers, and other industries were a common theme in the news and on social media in 2017. Yet when these businesses were asked about their performance related to the customer service and support, they rated themselves much more highly than consumers do.

Excerpts from the State of Customer Experience report

What Consumers Value Most
Solve the Problem the First Time
Although brands are defined by the experiences they deliver, great customer experience stories are hard to find. Numerous studies demonstrate that a single bad experience can lead to a loss of revenue. But what do customers really want when it comes to the customer service and support experience? Twenty-nine percent of consumers ranked first contact resolution as the most valued customer service and support interaction. No one has hours to spend solving a problem, tracking a product or fixing billing issues with a business. Consumers set aside time to engage with a business and they expect to have their issue resolved the first time they reach out to the business.

However, business stakeholders often have different ideas of what customers value most in service and support interactions. Twenty percent of customer care executives agree with consumers and rank first contact resolution as the most valuable interaction. However, only 13% of IT executives and 15% of marketing executives surveyed ranked first contact resolution as most valued.

Customers Will Pay More for a Better Experience
Add Value to Your Customer Experience
Many consumers are willing to pay more for an improved experience. Just look at the success of Apple. Customers pay a premium for Apple products and services, but they’re really paying for experience. Apple gives customers seamless access to their product, service and support experts—in store, online and through their service and support center. But many businesses do not capitalize on the value of the experience. In fact, our research shows a disconnect between marketing and customer care when it comes to the value of customers paying more for a higher level of service.

The Genesys State of Customer Experience research reveals that one in three consumers would pay more to receive a higher level of service. Yet, marketing and customer care executives disagree on the value this provides to their companies.

Only 19% of marketing respondents believe this would be beneficial, while 38% of customer care executives believe this would offer good value to both customers and their businesses.

Ongoing customer segmentation activities are crucial, as is understanding the lifetime value of each customer and segment

Know Your Customers
Segmentation Strategies to Get You Started
To truly affect the customer experience, you need to understand your customers’ needs and expectations clearly. Your business has to be aligned on a unified understanding of what customers value most. That understanding must span all internal groups and teams that influence or touch any part of the customer experience.

It’s equally important to obtain a clear picture of how customers want to engage and interact with your business. Ongoing customer segmentation activities are crucial, as is understanding the lifetime value of each customer and segment. Ask yourself these questions:

  • Do I have a unified understanding of what my customers value most?
  • Which customer segments offer the most value today versus the long-term?
  • Are our customer demographics evolving? How and when will those segments shift? And how will those shifts affect my business?
  • Do I know how each of our customer segments interact with us for service and support? Is that preference changing based on demographics?

About The Webinar

What: Get the Stats – Don’t Become a Tragic Customer Experience Statistic
This webinar dives into findings from the Genesys State of Customer Experience report, based on a poll of 2,000 consumers and 1,300 businesses across the globe. The report highlights the disconnect between consumers and businesses across customer service expectations, technology preferences and delivery methods. The perception gap is obvious. Only 2 percent of consumers surveyed in the Genesys research prefer chatbots, yet 66 percent of businesses plan to use a chatbot this year with the goal of improving customer satisfaction.

Why: Join this webinar to learn:

How customers prefer to interact with businesses — bots, AI, mobile messaging, and more

What consumers value most when engaging with a business

What personal information consumers are willing to share for a better experience

What businesses miss when it comes to delivering an exceptional experience across all customer journeys

Who: Participants include:

Sheila McGee-Smith, principal founder, McGee-Smith Analytics

David Sudbey, chief customer officer, Genesys

Wendy Mikkelsen, director of Product Marketing, Genesys

When: Wednesday, April 18 — 60 minutes

North America: 11 AM PT / 2 PM ET
Latin America: 1 PM CDT/ 3 PM BRT

Thursday, April 19 — 60 minutes

Europe, Middle East & Africa: 2 PM BST / 3 PM CEST
Asia-Pacific: 1 PM AEST / 11 AM SGT

How: Register now to attend this live webinar and/or to receive a post-event recording.



About Genesys
Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.