Key takeaways:
- Customer experience directly impacts loyalty and revenue, with 85% of consumers reducing or ending business with brands after poor service.
- Consumers are increasingly comfortable with AI when it delivers faster, more personalized and effective support—but they expect issues to be resolved quickly.
- Organizations must better connect AI, people, and customer data to eliminate friction and meet growing customer expectations.
Customer experience has become one of the biggest drivers of customer loyalty, according to the latest State of Customer Experience report from Genesys. The research found that 85% of consumers have spent less—or stopped doing business with a brand altogether—because of poor service, while more than half would rather do almost anything else than contact customer support. As expectations continue to rise, consumers increasingly expect organizations to deliver fast, seamless and personalized experiences that rival the best interactions they’ve had with any brand.
The report also highlights that consumers are ready to embrace AI—but only when it delivers meaningful results. Three-quarters expect AI to improve both service quality and personalization, and 76% say they don’t care whether AI or a human resolves their issue as long as it’s handled quickly and completely. However, organizations still face significant challenges, including disconnected systems that force customers to repeat information and aging technology that limits seamless service. The findings suggest that the future of customer experience depends on orchestrating AI, human expertise, and customer data to deliver efficient, empathetic interactions across every channel.
Why it matters:
- Exceptional experiences have become a key competitive differentiator, influencing where consumers choose to spend their money.
- AI success will be measured by outcomes, not automation, making orchestration between AI and human agents essential.
- Closing technology and data gaps can help reduce customer effort, strengthen loyalty, and improve long-term business performance.
Learn more here: More Than Half of Consumers Would Rather Do Anything Else Than Contact Customer Service, Genesys Research Finds
Further reading: Retail’s AI Reality: From Experimentation to Execution