Half of consumers in the Asia-Pacific (APAC) region would rather do anything else than contact customer service, according to the latest State of Customer Experience 2026 report by Genesys. The report, which surveyed 1,426 consumers and 508 customer experience (CX) and business leaders across eight APAC markets, highlights a significant gap between consumer expectations and organisational readiness.
The findings reveal that 86% of consumers have reduced or ceased business with a brand due to poor customer service. In Singapore, the aversion to contacting customer service is even higher, with 63% of respondents expressing reluctance. This underscores the pressing need for businesses to enhance their customer service offerings.
Despite 84% of consumers expecting artificial intelligence (AI) to improve service quality and speed, nearly half of the organisations surveyed (46%) fail to seamlessly transfer customer information between virtual and human agents. This gap in execution highlights the challenges businesses face in integrating AI, data, and human support into a cohesive customer journey.
Albert Nel, Senior Vice President and Regional Sales Leader for Asia Pacific at Genesys, is available for interviews to discuss how businesses can bridge this gap and meet rising customer expectations. The report suggests that organisations need to prioritise investments in technology and practices that align with consumer demands for faster, more personalised, and connected experiences.
As customer expectations continue to rise, the report indicates that companies must adapt quickly to maintain their reputation and customer base. The full report is available for those interested in exploring the detailed findings and implications for the future of customer experience in the APAC region.
