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October 2, 2025
Retention and Loyalty Define Digital Customer Experience (CX) Success
Note
Respondents were asked, "How important are each of the following in measuring the success of your organization's digital customer experience initiatives?"Methodology
Data is from the October 2025 Wall Street Journal Intelligence and Code and Theory report titled "The Experience Gap: AI's Imminent Impact on CX." 800 US C-level executives were surveyed during June 2025. Respondents were evenly divided among CEOs, CMOs, and Chief Technology Officers (CTOs)/Chief Information Officers (CIOs), all from companies generating at least $500 million in annual revenues. The largest represented industries were technology and telecommunications (23%), banking, finance, and capital markets (15%), and manufacturing and construction (12%).Chart Title
Retention and Loyalty Define Digital Customer Experience (CX) SuccessPublication Date
October 2, 2025