Genesys Report: Half of Consumers Avoid Customer Service, Demand AI Efficiency — Genesys Cloud Services, Inc.

Event summary

51% of consumers would rather do anything else than contact customer service.
85% have reduced spending or stopped doing business due to poor service.
76% expect AI to improve service quality and speed, but patience is limited.
48% of organizations fail to pass information between virtual and human agents.
92% of consumers compare every interaction to the best experience they’ve ever had.

The big picture

Genesys' report highlights a growing disconnect between consumer expectations and organizational capabilities in customer service. As AI adoption accelerates, companies face pressure to balance automation with empathy, while outdated infrastructure hampers efforts to deliver seamless experiences. The findings underscore the strategic importance of CX in driving loyalty and revenue, particularly as consumers grow less tolerant of poor service.

What we're watching

AI Integration: How effectively organizations connect AI, human interactions, and customer data will determine CX success.
Operational Challenges: The pace at which companies modernize aging infrastructure to meet rising consumer expectations.
Competitive Dynamics: Whether brands can differentiate through superior CX as consumers increasingly compare experiences across industries.