Bates: 30% of consumers will leave a brand after one bad experience
Tony Bates · Is The Future Customer Experience AI Talking To AI? — With Tony Bates · Sep 11, 2026 · at 2:51
Tony Bates, CEO of Genesys, cites research findings from his company's annual consumer survey on shifting customer experience expectations.
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“We do a survey every year. We go out to consumers, not to our com, our customers, and just say, you know, how do you feel about customer experience? And 30% of those consumers said, I will leave that brand if I have one bad experience.”
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