By Sasha Karen
Publication Date: 2025-11-23 23:40:00
Companies that provide services could be a thing of the past in the age of AI as customers look more for experiences instead, Genesys claimed at its Xperience APAC 2025 event.
Service providers will compete for the experiences created for customers, which the provider in turn sees as critical to its own success, said Albert Nel, senior vice president for Asia Pacific and Japan (APJ) at Genesys, during the morning keynote.
“We don’t just compete on the experience our customers have with our traditional competitors or in a particular industry,” he said. “We compete with the experiences customers have with every brand, so it’s really important for us to keep going and see how we improve and how we provide the best experience for our customers.”
“A third of customers will leave a brand simply because of a single bad experience. So that’s really critical, not just from a loyalty and growth perspective. The importance of focus is really…
