LOYALTY RESEARCH, THEORY & SURVEYS

Genesys (USA) Report on Customer Experience: CX Drives Brand Loyalty with Nearly One-Third of Consumers Jumping Ship After a Poor Experience

According to new research by Genesys, a global cloud leader in experience orchestration, 31% of consumers opted to take their business elsewhere after a dissatisfactory interaction last year, thereby threatening brand loyalty. Rising consumer expectations are the No.1 challenge for organisations, putting their bottom line at risk as they struggle…