It’s my pleasure to introduce this year’s Customer Experience Imperatives.
We’re now in an era where organizations are investing billions in AI and personalization, yet customer satisfaction isn’t keeping pace. The disconnect is striking: only 43% of consumers say it’s important for their shopping experiences to be powered by new technology, and just 51% find the personalization they receive genuinely valuable. The money brands are investing in CX isn’t generating the returns it should.
The reason is straightforward, even if the solution isn’t. Every company now has access to the same AI tools. Rushing to deploy technology isn’t enough to differentiate. What matters is how companies deploy it: leading with outcomes instead of “innovation theater,” solving real customer pain points instead of unintentionally creating new ones, and building trust at every stage of the journey.