3 Customer Experience Stats to Show Your C-Suite

When CX lives in a silo, everyone suffers. CX teams can’t demonstrate their value. C-suite leaders fail to implement data-driven strategies that improve the company’s bottom line. And while customers continue to signal their intent, none of it — their feedback, frustrations, and concerns — ends up making its way back to the decision-makers who can actually make a difference. 

That’s why we conducted our 2026 State of Customer Experience Report, to see what CX teams can do to better connect the powerful engine of customer experience to the rest of the enterprise, once and for all.

Spoiler (but really, who’s surprised?): More than ever, the most successful CX teams are proving their worth by unlocking greater value for executives across the C-suite, delivering insights and actions that boost operational efficiencies, cost savings, and revenue growth. 

While the complete report is packed with customer experience statistics, data, and charts that will help you make the case for greater investment in CX, here are three findings that demonstrate what CX can bring to the table for your CEO (high-impact action across the org), CRO (greater savings, greater earnings), and COO (a more empowered frontline, achieving 2026 goals).  

2026 Customer Experience Statistics and Charts to Share with Your C-Suite

1. For Your CEO: Reporting Structure Impact on Executive Action

The data: Executive action on CX insights drops off sharply when CX teams report to leaders other than a dedicated Chief Customer Officer (CCO) or Chief Experience Officer (CXO). Executives are 1.3x more likely to act on customer experience insights when the CX team is under the helm of a CCO or CXO.

Despite this, currently only half of CX practitioners report to a CCO or CXO. 

Furthermore, 2 out of 3 CX practitioners are operating on teams with limited scope, managing only a specific channel or lifecycle stage rather than the whole journey.

The takeaway for your CEO: Failing to act on customer data is an organizational design problem, not a data problem. Without strong, centralized ownership of CX, cross-functional alignment breaks down. To implement cross-departmental changes that actually improve the customer journey, CX needs the structural authority and executive sponsorship to mandate those changes.

Next steps: While momentum is on your side, get your CEO up to speed on the benefits of hiring a CXO and how to set them up for success and share our guide to hiring a CXO.

2. For Your CRO: The Performance Multiplier of Conversational Intelligence

The data: Across the board, only 1 in 5 CX practitioners say they’re on pace to surpass their department’s yearly goals. However, CX teams that use conversational intelligence data are 63% more likely to say they’re exceeding their goals than teams that do not. Despite this massive advantage, conversational data remains vastly underutilized, with only 30% of teams using it frequently.

The takeaway for your CRO: Insights from unstructured conversational data from across sources (phone calls, live chat sessions, social media conversations, and more) empower brands to detect friction immediately, the second potential concerns develop — and intervene in the moment, reducing the risk of costly churn, declining brand reputation, and loss of referrals. 

Next steps: Stay with us as we break down The Hidden Cost of Ignoring Conversations and what the average enterprise-scale organization can save by leaning into conversational intelligence. 

3. For Your COO: AI Maturity Gap and Frontline Impact

The data: Currently, organizations are prioritizing AI for backend insights, with 36% rating their AI data analytics capabilities as “advanced.” In contrast, only 29% report having advanced GenAI for internal/employee-facing uses. 

However, practitioners know this is a vulnerability: A massive 83% say equipping their frontline employees with usable AI tools is a critical part of reaching their 2026 goals.

The takeaway for your COO: Empowering the frontline with AI has the potential to be transformative. Sitting on the sidelines will only hold companies back, behind brands that are investing in equipping the teams that directly interact with customers with tools to help them do their jobs more effectively. 

Next steps: While you have your COO’s attention, get our Frontline-Ready AI capabilities on their radar, solutions frontline employees at the world’s leading brands are using to act faster, solve problems smarter, and deliver results in the moment, all by harnessing the power of AI in their hands.

Next Steps to Break Down CX Silos

If you’re not as connected to your enterprise as you’d like to be, you’re not alone. Nearly three in four CX practitioners (73%) tell us that CX insights are slipping through the cracks and not being shared effectively across the org and nearly half (41%) worry their teams are too siloed from the rest of the company to be able to reach their goals in 2026.

So what can you do? Use the charts we’ve highlighted here to break down for the C-suite why partnering with CX will enable your team to drive the kinds of high-impact business outcomes they’re looking to achieve.