Customer experience (CX) is becoming one of the most important drivers of sustainable growth as retention, trust, and loyalty take priority over acquisition alone. In this video, Principal Analyst Kelsey Voss explores why CMOs are investing more heavily in CX—and how organizational alignment, AI, and journey consistency are shaping long-term customer relationships.

This video will:

• Examine why retention and loyalty are becoming core measures of CX success
• Explore the organizational and operational gaps preventing brands from delivering a seamless CX
• Assess how AI is improving CX orchestration while simultaneously introducing new risks around trust, consistency, and governance
• Highlight how CMOs are redesigning onboarding, time-to-value, and journey ownership to strengthen customer retention and trust