Business
New Protiviti-Oxford Survey on Customer Experience Reveals an 'Opportunity Gap' Between Executive Optimism in the Role of AI and Actual Optimization
More than half of global executives (57%) are confident that AI will enhance customer experience, yet only 17% believe their organization is currently optimizing CX as effectively as they could be, as revealed by the latest survey in the VISION by Protiviti series, the "Protiviti-Oxford Global Executive Outlook on the Customer Experience (CX)."
About this update from Robert Half Inc.
[{"type":"text","content":"MENLO PARK, Calif., July 17, 2025 /PRNewswire/ -- More than half of global executives (57%) are confident that AI will enhance customer experience, yet only 17% believe their organization is currently optimizing CX as effectively as they could be, as revealed by the latest survey in the VISION by Protiviti series, the "Protiviti-Oxford Global Executive Outlook on the Customer Experience (CX)."","length":412,"tagName":"p"},{"type":"image","alt":"Protiviti logo. (PRNewsFoto/Protiviti) (PRNewsfoto/Protiviti)","displaySize":"","headline":null,"caption":"Protiviti logo. (PRNewsFoto/Protiviti) (PRNewsfoto/Protiviti)","className":"","disableSlideshowImg":false,"size":{"original":{"width":400,"height":146,"url":"https://media.zenfs.com/en/prnewswire.com/d8aef8a244c6bcbcf40db1e67582447a"},"resized":{"url":"https://s.yimg.com/ny/api/res/1.2/AD2pATZci5EQ99P5yEd54Q--/YXBwaWQ9aGlnaGxhbmRlcjt3PTcwNTtoPTI1NztjZj13ZWJw/https://media.zenfs.com/en/prnewswire.com/d8aef8a244c6bcbcf40db1e67582447a","width":400,"height":146}},"href":"https://mma.prnewswire.com/media/1480402/Protiviti_Logo.html","hrefExternal":true,"rel":"nofollow"},{"type":"text","content":"The 'Opportunity Gap' Hindering CX Optimization and EfficiencyAlthough only 17% of executives say they're optimizing CX effectively, 47% view overall customer experience as extremely important to their business. With a 30-percentage-point gap between executive optimism and actual CX optimization, business leaders have a clear opportunity to reevaluate where current strategies are lacking and identify areas for meaningful improvement.","length":450,"tagName":"p"},{"type":"text","content":"This 'opportunity gap' in question becomes even more pronounced across jurisdictions globally:","length":102,"tagName":"p"},{"type":"list","items":[{"val":[{"type":"text","content":"Asia-Pacific: 57% say CX is extremely important for business success, but only 14% say their company is very effective at optimizing performance.","length":145,"tagName":"p"}]},{"val":[{"type":"text","content":"Europe: 45% of business leaders think CX is extremely important for their business, but only 10% say they are extremely effective at optimizing CX performance.","length":159,"tagName":"p"}]},{"val":[{"type":"text","content":"North America: 38% of executives consider CX less important for busin...