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

1. Report reveals businesses struggle to leverage AI for customer relationships. 2. 28% of executives use innovative tech for digital customer experiences. 3. 93% consider their customer experience broken despite its importance. 4. Companies excelling in digital CX see 30% higher revenue. 5. Main barriers to CX transformation are cultural, not technological.

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Why Bullish?

The report highlights the potential for Stagwell's services, indicating growth opportunities through AI-driven customer experience. Companies investing in digital change often see increased revenues, which could positively affect STGW's client base and revenue growth.

How important is it?

The research underscores a market gap in utilizing AI for customer engagement, presenting Stagwell a significant opportunity to position itself as a leader in this space. The findings signal a shift in industry focus, which aligns well with Stagwell’s expertise, likely enhancing its market position.

Why Long Term?

As businesses increasingly prioritize digital transformation and customer experience, companies like Stagwell have long-term growth potential from expanded service offerings. Success stories may take time to manifest, as transformation and customer adoption processes are typically gradual.

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New WSJ Intelligence and Code and Theory research report shows that businesses are failing to harness AI's potential to fundamentally reshape customer relationships. , /PRNewswire/ -- Business leaders chasing AI-driven efficiency often overlook how AI can impact the people who matter most: their customers, according to new research conducted by WSJ Intelligence and Code and Theory, a Stagwell (NASDAQ: STGW) agency. 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 28% of the 800 C-suite members surveyed say they are leveraging new technologies to create digital customer experiences (CX) that are "innovative or adaptive." In fact, the vast majority of respondents (93%) characterized their CX as "broken," even though 94% of the respondents agree that CX strategy contributes directly to their business's success. Companies mastering digital CX are redefining entire industries. They generate 30% more revenue — $1.4 billion on average — than customer-experience laggards. 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 transformation 88% believe the promise of AI-driven personalization hasn't been realized 44% report having an advanced understanding of AI's emotional potential 86% expect CX to become a top-tier investment priority The primary barriers to CX transformation are cultural and organizational rather than technological. While 53% of respondents say they're "very ready" for transformation, the gap between intention and capability reveals deep structural issues.When executives identify transformation obstacles, they point to internal failures rather than external constraints: leadership misalignment (49%), creative talent shortages (44%) and organizational silos (43%). Even among industry leaders, 56% cite cultural dysfunction as a primary barrier.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 Gardner, Co-Founder of Code and Theory, says: "The companies winning with AI aren't following best practices; they're inventing new categories of customer value by connecting data, services and experiences in ways that seemed impossible two years ago. Find the spaces where your customers are underserved, frustrated or forced to cobble together solutions from multiple providers. Then use AI to own that entire experience. The question isn't what AI can do; it's what only your brand can do with AI that no one else can replicate."The survey demographics comprised 800 U.S.-based senior executives at companies with at least $500M in annual revenue, with an even split between CEO (33%), CTO/CIO (33%) and CMO (33%).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 TheoryThe Code and Theory Network is the only technology and creative network with a balance of 50% creative and 50% engineers. Our unique makeup makes us the place where CMOs, CTOs and CIOs come together to drive results for their businesses. We partner with our clients to redefine what is possible to create lasting impact and drive long-term growth. Part of Stagwell, Code and Theory offers a global footprint and the capabilities to work across the entirety of the customer-facing journey, and implement the technology that powers it. The network includes the flagship agency Code and Theory as well as Kettle, Instrument, Left Field Labs, Truelogic, Create. Group, Rhythm and Mediacurrent. Code and Theory clients include Amazon, JPMorganChase, Microsoft, NBC, NFL and Yeti. For more, visit codeandtheory.com About WSJ IntelligenceWSJ 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 ContactKenneth Hein[email protected]SOURCE Stagwell Inc. WANT YOUR COMPANY'S NEWS FEATURED ON PRNEWSWIRE.COM? 440k+ Newsrooms & Influencers 9k+ Digital Media Outlets 270k+ Journalists Opted In

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