According to new research from Qualtrics, organizations that successfully use AI to enhance customer experience stand to unlock between $860 billion and $1.3 trillion in annual value.
On this episode of The Modern Customer Podcast, I sat down with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference in Salt Lake City. Isabelle breaks down the findings from this groundbreaking report—and what they mean for CX leaders today.
-
77% of executives say customer experience is a top strategic priority.
-
72% believe AI will fundamentally change CX in the next three years.
-
Yet only 12% of organizations have a coordinated AI strategy.
Most companies are still operating in pilot mode, missing the chance to lead in an AI-driven transformation.
Isabelle urges CX professionals to stop waiting for perfect conditions. Companies like ServiceNow are showing what’s possible by applying AI to existing data and scaling from early wins. Whether it’s conversational surveys or agentic AI, innovation starts with creativity—and a willingness to rethink how customer experience is delivered.
If your organization wants to capture its share of this $1.3 trillion opportunity, it starts with visionary, creative AI leadership.
Tune in now to hear how forward-thinking brands are taking the lead.
Get the full Qualtrics + McKinsey report for the data, insights, and roadmap to build an AI strategy that delivers real business impact: Download the report now.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
For regular updates on customer experience, sign up for her weekly newsletter here.