93% of Executives Admit Their Customer Experience Is 'Broken'
A new research report by WSJ Intelligence and Stagwell's (NASDAQ: STGW) agency Code and Theory reveals a significant disconnect in customer experience (CX) implementation. The study of 800 C-suite executives found that 93% admit their CX is "broken", despite 94% acknowledging CX strategy's direct impact on business success.
Key findings show that companies excelling in digital CX generate 30% more revenue ($1.4 billion on average) than laggards. However, only 28% of executives are leveraging new technologies for innovative customer experiences. The study identified major challenges, with 76% of C-suite respondents behind on AI transformation and 88% believing AI-driven personalization hasn't reached its potential.
Un nuovo rapporto di ricerca di WSJ Intelligence e dell’agenzia Code and Theory di Stagwell (NASDAQ: STGW) rivela una significativa discrepanza nell’implementazione dell’esperienza del cliente (CX). Lo studio su 800 dirigenti di livello C ha rilevato che il 93% ammette che la CX sia "rotta", nonostante il 94% riconoscano l’impatto diretto della strategia CX sul successo aziendale.
I risultati chiave mostrano che le aziende eccellenti nella CX digitale generano il 30% in più di fatturato (in media 1,4 miliardi di dollari) rispetto ai ritardatari. Tuttavia, solo il 28% degli executive sta sfruttando le nuove tecnologie per offrire esperienze cliente innovative. Lo studio ha identificato grandi sfide, con il 76% dei responsabili C-suite in ritardo nella trasformazione IA e l’88% convinti che la personalizzazione guidata dall’IA non abbia ancora raggiunto il suo potenziale.
Un nuevo informe de investigación de WSJ Intelligence y la agencia Code and Theory de Stagwell (NASDAQ: STGW) revela una desconexión significativa en la implementación de la experiencia del cliente (CX). El estudio de 800 ejecutivos de nivel C encontró que el 93% admite que su CX está "rota", a pesar de que el 94% reconocen el impacto directo de la estrategia de CX en el éxito del negocio.
Los hallazgos clave muestran que las empresas que destacan en CX digital generan un 30% más de ingresos (en promedio 1,4 mil millones de dólares) que las que quedan rezagadas. Sin embargo, solo el 28% de los ejecutivos está aprovechando las nuevas tecnologías para experiencias innovadoras del cliente. El estudio identificó importantes desafíos, con el 76% de los encuestados de nivel C retrasados en la transformación de IA y el 88% creyendo que la personalización impulsada por IA aún no ha alcanzado su potencial.
WSJ Intelligence와 Stagwell의 에이전시 Code and Theory(STGW 상장) 간의 새로운 연구 보고서는 고객 경험(CX) 구현에 상당한 간극이 있음을 보여줍니다. 800명의 C-suite 경영진을 대상으로 한 연구에서 93%가 CX가 "망가졌다"고 인정했고, 94%가 CX 전략의 비즈니스 성공에 직접적인 영향을 인정했습니다.
핵심 결과에 따르면 디지털 CX에서 뛰어난 기업은 후발 주자보다 매출이 30% 더 증가하며 평균 14억 달러를 달성합니다. 그러나 경영진의 28%만이 혁신적인 고객 경험을 위해 새로운 기술을 활용하고 있습니다. 연구는 주요 도전과제를 확인했으며, 경영진의 76%가 AI 변환에 뒤처져 있고 88%는 AI 기반 개인화가 아직 잠재력에 도달하지 못했다고 보고했습니다.
Un nouveau rapport de recherche de WSJ Intelligence et de l’agence Code and Theory de Stagwell (NASDAQ : STGW) révèle une déconnexion importante dans la mise en œuvre de l’expérience client (CX). L’étude menée auprès de 800 cadres supérieurs a montré que 62% reconnaissent que la CX est " cassée", tandis que 94% reconnaissent l’impact direct de la stratégie CX sur le succès de l’entreprise.
Les résultats clés indiquent que les entreprises excellant dans la CX numérique génèrent 30% de revenus en plus (en moyenne 1,4 milliard de dollars) par rapport aux retardataires. Cependant, seulement 28% des cadres utilisent les nouvelles technologies pour des expériences client innovantes. L’étude identifie des défis majeurs, avec 76% des répondants C-suite en retard sur la transformation IA et 88% estimant que la personnalisation pilotée par l’IA n’a pas encore atteint son plein potentiel.
Ein neuer Forschungsbericht von WSJ Intelligence und der Stagwell-Agentur Code and Theory (NASDAQ: STGW) zeigt eine signifikante Diskrepanz bei der Umsetzung der Kundenerfahrung (CX). Die Studie mit 800 C-Suite-Führungskräften ergab, dass 93% zugeben, dass ihre CX "kaputt" ist, obwohl 94% das direkte Einfluss auf den Geschäftserfolg der CX-Strategie anerkennen.
Schlüsselergebnisse zeigen, dass Unternehmen, die in digitaler CX führend sind, 30% mehr Umsatz generieren (durchschnittlich 1,4 Milliarden USD) als Nachzügler. Allerdings nutzen nur 28% der Führungskräfte neue Technologien für innovative Kundenerlebnisse. Die Studie identifiziert große Herausforderungen, wobei 76% der C-Suite-Befragten hinter der AI-Transformation zurückliegen und 88% glauben, dass KI-gesteuerte Personalisierung ihr Potenzial noch nicht erreicht hat.
يكشف تقرير بحثي جديد من WSJ Intelligence ووكالة Code and Theory التابعة لـ Stagwell (المُدرجة في Nasdaq كـ STGW) عن انقطاع كبير في تطبيق تجربة العملاء (CX). أظهر دراسة شملت 800 من كبار التنفيذيين أن 93% يعترفون بأن CX لديهم "مكسورة"، على الرغم من أن 94% يعترفون بتأثير استراتيجية CX المباشر على نجاح الأعمال.
تشير النتائج الرئيسية إلى أن الشركات المتفوقة في CX الرقمي تولّد 30% إيرادات إضافية (بمتوسط 1.4 مليار دولار) مقارنةً بالمتأخرين. ومع ذلك، فقط 28% من التنفيذيين يستفيدون من التقنيات الجديدة لتقديم تجارب عملاء مبتكرة. حددت الدراسة تحديات رئيسية، حيث 76% من المستجيبين من مستوى C يواجهون تأخراً في التحول إلى الذكاء الاصطناعي و 88% يعتقدون أن التخصيص القائم على الذكاء الاصطناعي لم يصل بعد إلى إمكاناته.
WSJ Intelligence 与 Stagwell 的 Code and Theory 机构（在纳斯达克上市代码 STGW）的一份新研究报告揭示了客户体验（CX）实施中的显著脱节。对 800 名 C 级高管 的研究显示，93% 的人承认他们的 CX 已经“坏了”，尽管 94% 的人承认 CX 战略对业务成功具有直接影响。
关键发现显示，在数字 CX 方面表现卓越的公司，其收入比落后者高出 30%（平均为 14 亿美元）。然而，只有 28% 的高管在利用新技术创造创新的客户体验。研究还确定了主要挑战，其中 76% 的 C 级受访者在 AI 转型方面落后，而 88% 认为由 AI 驱动的个性化尚未发挥其潜力。
- None.
- 93% of executives admit their CX is 'broken'
- 76% of C-suite respondents are behind on AI transformation
- 88% believe AI-driven personalization hasn't been realized
- Cultural dysfunction cited by 56% of industry leaders as primary barrier
- Significant internal barriers including leadership misalignment (49%) and organizational silos (43%)
Insights
Stagwell positions itself strategically in AI customer experience consulting as research reveals massive gaps for businesses to address.
This research report from WSJ Intelligence and Stagwell's agency Code and Theory uncovers significant market opportunities in the AI-driven customer experience space. The finding that
The research highlights a critical disconnect: while
From a competitive positioning standpoint, this report establishes Stagwell as a thought leader in the rapidly evolving AI-CX intersection. By identifying that barriers are primarily organizational rather than technological (
The research timing is strategic, as
New WSJ Intelligence and Code and Theory research report shows that businesses are failing to harness AI's potential to fundamentally reshape customer relationships.
The report, titled "The Experience Gap: AI's Imminent Impact on CX," found that only
Companies mastering digital CX are redefining entire industries. They generate
The study found that success demands rethinking customer relationships from the ground up. AI offers the path to emotionally intelligent customer connections that drive lasting competitive advantage.
Among the most notable takeaways:
76% of C-suite respondents say they're behind on AI transformation88% believe the promise of AI-driven personalization hasn't been realized44% report having an advanced understanding of AI's emotional potential86% expect CX to become a top-tier investment priority
The primary barriers to CX transformation are cultural and organizational rather than technological. While
When executives identify transformation obstacles, they point to internal failures rather than external constraints: leadership misalignment (
Don McGuire, Senior Vice President and Chief Marketing Officer, Qualcomm Incorporated, says: "When you're integrating AI tools into your workflows, you have to take a human-centric approach and plan for that as the outcome. Think about your customer interactions. Can they be improved? Can an interaction with an AI be better than one with a human? That's not easy and it takes a lot of planning. The companies taking leadership roles will be the ones that vault ahead."
Dan
The survey demographics comprised 800 U.S.-based senior executives at companies with at least
Learn why the winners are winning, how you can leverage AI to deepen emotional connections with customers and what the roadmap for success looks like.
Download "The Experience Gap: AI's Imminent Impact on CX" report here.
About Code and Theory
The Code and Theory Network is the only technology and creative network with a balance of
About WSJ Intelligence
WSJ Intelligence conducts best-in-class bespoke thought leadership for commercial clients of The Wall Street Journal, Barron's, MarketWatch, Mansion Global & Investor's Business Daily. Using various qualitative and quantitative methodologies and rigorous analysis, WSJ Intelligence collaborates with clients to create compelling and clear executive-level narratives and uses our world-class brands as distribution channels. WSJ Intelligence is a unit of The Wall Street Journal advertising department. The Wall Street Journal news organization was not involved in the creation of this content.
Media Contact
Kenneth Hein
kenneth.hein@codeandtheory.com
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SOURCE Stagwell Inc.
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