The cost of getting customer experience wrong

We’re launching our latest report, Know Me or Lose Me, which explores how rising customer expectations, fragmented data, and the growing AI divide are creating serious challenges for organisations — with real consequences for revenue. It also highlights why culture, ownership, and human-centred design are just as vital as technology in meeting these challenges

Many businesses are working hard to keep up, but the pressure is mounting and the cracks are starting to show:

• 52% say their customer data is in chaos
• 66% can’t deliver real-time engagement without better data infrastructure
• 62% believe siloed data is the biggest barrier to building better loyalty
• And over half say poor customer experience (CX) has already cost them millions

There are positive signs too:

• 71% believe data is the key to delivering great customer experiences
• 66% are shifting tech investment from acquisition to retention
• And 71% have increased their CX budgets in the past year

Join us as we explore the findings, share sector insights, and consider how to move forward with lessons from the report that include:

• Building a customer-first culture
• Switching legacy systems for flexible, composable, scalable architecture
• Leveraging unified customer intelligence; and
• Harnessing agentic A