Genesis argued at the Xperience APAC 2025 event that companies offering services could become old news as customers seek experiences instead.
Albert Nel, Genesys’ senior vice president for Asia Pacific and Japan (APJ), said in his morning keynote that service providers will be competing for the experiences created for their customers, which vendors also see as critical to their success.
“We’re not just competing with traditional competitors or specific industries for customer experience,” he said. “As any brand, we compete for the experience our customers get, so it’s really important for us to continually look at how we can improve and ensure the best experience for our customers.
“A third of customers will leave a brand purely because of one bad experience. So this is really important, not just from a loyalty or growth perspective. The importance of focus is really important.”
Nel said that from his experience, Genesis has moved from a “traditional service economy” to an experience economy.
“In the traditional service economy, it was all about how quickly you could respond, hit metrics, reduce costs, and have people outside of the contact center. The system was siled,” he said.
