Genesys, a leader in omnichannel customer experience and contact center solutions, recently published their Consumer Insights Survey including responses from one thousand US adults. There are a bunch of interesting numbers coming out of the survey, including:

• 41% of respondents willing to pay up to 10% more for a better customer experience

• 94% of consumers viewed their last customer experience as positive

• 75% of consumers say humans provide the most effective customer service, but 76% still want the option to interact with companies via digital channels (webchat, social media, etc.)

• Only 12.5% of respondents hate interacting with bots

Chris Connolly, VP of Product Marketing for Genesys, joins me to share some additional insights from the survey.