93% of Executives Admit Their Customer Experience Is 'Broken'

Core Insights - The research report indicates that businesses are not fully utilizing AI to transform customer relationships, focusing instead on efficiency [1][3][4] Group 1: Survey Findings - Only 28% of 800 surveyed C-suite executives are using new technologies to create innovative or adaptive digital customer experiences (CX) [3] - A significant 93% of respondents describe their CX as "broken," despite 94% acknowledging that a strong CX strategy is crucial for business success [3] - 76% of C-suite respondents feel they are lagging in AI transformation, and 88% believe the potential of AI-driven personalization has not been realized [9] Group 2: Revenue and Competitive Advantage - Companies that excel in digital CX generate 30% more revenue, averaging $1.4 billion, compared to those that lag behind [4] - The report emphasizes that AI can foster emotionally intelligent customer connections, providing a competitive edge [4] Group 3: Barriers to Transformation - The primary obstacles to CX transformation are cultural and organizational, rather than technological, with 53% of respondents feeling "very ready" for transformation [4] - Key internal challenges identified include leadership misalignment (49%), creative talent shortages (44%), and organizational silos (43%) [5] Group 4: Expert Opinions - Industry leaders stress the importance of a human-centric approach when integrating AI into workflows, highlighting the need for thoughtful planning to enhance customer interactions [6] - Successful companies are not just following best practices but are innovating new categories of customer value by effectively utilizing AI [6] Group 5: Executive Demographics - The survey included 800 U.S.-based senior executives from companies with at least $500 million in annual revenue, evenly split among CEOs, CTOs/CIOs, and CMOs [6]