The $1.3 Trillion CX Opportunity: It Starts with Creative AI Leadership

According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value.

On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this research means for CX leaders navigating AI transformation.

Key insights from the report:

• 77% of executives say CX is a top strategic priority

• 72% believe AI will fundamentally reshape CX within three years

• Yet only 12% have a coordinated AI strategy

• Only 15% of executives feel ready to lead AI transformation in their industry

This conversation is a must-listen for CX leaders looking to move beyond pilots, connect AI to business outcomes, and build creative strategies that scale.

Listen to the episode and download the full report for a clear roadmap to unlocking CX value through AI: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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