It’s one of the most staggering CX stats of the year: 93% of executives say their customer experience is broken. And that’s not the only red flag. According to new research conducted by WSJ Intelligence and Code and Theory: 🔹 84% admit they don’t have a clear strategy to improve it. 🔹 72% say they’re still relying on outdated metrics that don’t reflect the real customer journey. 🔹 61% report that CX isn’t aligned across departments, meaning marketing, operations, and service teams are often pulling in different directions. It’s a paradox: companies are spending more than ever on CX technology, personalization, and loyalty programs, yet most leaders still feel they’re missing the mark. Why? Because technology can’t fix a broken foundation. Real CX transformation doesn’t happen in dashboards. It happens when organizations deeply understand what customers value, close the gap between expectation and delivery, and operationalize those insights across every touchpoint. At PeopleMetrics, this is the work we do every day, helping organizations turn fragmented experiences into loyalty-building journeys. If you’re among the 93% looking to change the story, send us a message today!