NEW YORK, UNITED STATES – A recent research from the IBM Institute for Business Value and Adobe shows that brands are losing an average of US$29 million yearly for failing to act quickly on changing customer needs.
Executives understand that the problem is in operationalizing it—how to connect data, decision-making, and delivery.
How Companies Can Overcome the Challenge
The report suggests that one way executives can quickly identify and act on customer intent is to use IBM’s agentic AI expertise alongside Adobe’s CX Orchestration capabilities. This combination enables them to “unify data, automate decisions, and set responsible AI guardrails” that “align every touchpoint.”
When done right, it could spell:
- 13% lower customer acquisition costs, a 4-point advantage in CSAT scores, and 6% higher retention rates for companies that understood intent successfully
- 12% higher marketing ROI and a 38% lift in CLV for those that pair AI with clear governance
- 30–40 drop in percentage points for marketing ROI for those who spend time to detect and act on customer signals
Where BPOs Can Help
BPO firms like Logix BPO have long positioned themselves as strategic CX partners. They bring scalable teams and real-time support that help companies act faster on customer signals without adding burden to their in-house teams.
