The state of customer experience is continually changing, as brands increasingly compete based on the experience they can deliver to their customers across channels, and across the customer journey. The winners in this race gain new customers through reputation and word of mouth, retain existing customers through loyalty and increased customer lifetime, and those who struggle to keep up can sometimes face an ever-widening gap in experience maturity. Genesys, a leading provider of customer experience and call center technology platforms, recently released its State of CX 2023 report, and today I’m going to discuss some of the most striking findings with one of its contributors. To help me discuss this topic, I’d like to welcome Ginger Conlon, Thought Leadership Director and Customer Experience Advocate at Genesys. RESOURCES Genesys State of CX report: https://www.genesys.com/resources/state-of-cx Genesys website: https://www.genesys.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company