FEATURE : CUSTOMER EXPERIENCE just 19 % of Gen Z ), requiring organisations to evolve their customer engagement model for this digital generation .
Integrated CX is an industryagnostic priority
The report also revealed key industry challenges and plans , including :
• Financial services – The financial services industry is trailing when it comes to omnichannel strategy . Only 26 % offer multiple channels for customer interactions and have integrated technologies and connected data . Additionally , nearly half ( 46 %) either have no plans or have yet to make meaningful plans in this space . However , nearly 60 % cite implementing a customer experience platform that integrates systems as a priority initiative .
• Public sector – The public sector sees the most potential in cloud infrastructure , rating its benefits higher overall than any other industry . The top three advantages included : better access to data across channels ( 57 %); ability to add new capabilities , features and channels more quickly ( 56 %); and enabling remote or hybrid working ( 52 %). More than two-thirds ( 69 %) indicate implementing a customer experience platform that integrates systems as a top priority .
• Healthcare – To support their strategic priorities , more than two-thirds ( 69 %) of healthcare organisations plan to implement a CX platform that integrates systems within the next one to two years . This effort will be aided by an average planned increase of 24 % to their customer service budgets in 2023 .
• Retail – Retailers are the furthest along in their omnichannel strategy , with more than half ( 52 %) offering multiple channels for customer interactions . Despite being technologically ahead of other industries , retailers have slipped in customer satisfaction by 2 % in two years and project the highest annual employee turnover rate of 40 %. Retailers appear to understand the opportunity to deliver stronger personalisation and engagement , with 76 % planning to implement a single experience platform that integrates systems within the next one to two years to support their strategic priorities .
The State of Customer Experience report from Genesys reinforces that for organisations to succeed today , they must take a people-centric , unified approach to customer and employee experiences . Organisations that leverage digital and AI technology to deliver the power of personalisation and empathy in every experience will stay ahead of competitors by building loyalty while managing business costs . p
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