More Than Half of Consumers Would Rather Do Anything Else Than Contact Customer Service, Genesys Research Finds

As their expectations rise, consumers embrace AI’s potential to improve service, while organizations face growing pressure to balance operational efficiency with customer loyalty Genesys®, a global cloud leader in AI-Powered Experience Orchestration, released the fifth edition of its “State of Customer Experience” report, revealing that customer experience (CX) has become an increasingly decisive factor in consumer […]

Last updated Jul 14, 2026 by ATDb automated enrichment