IBM-Adobe study says slow customer response costs companies $29 million annually

IBM Corp

IBM Corp

IBM

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  • IBM Institute for Business Value research with Adobe found companies lose USD 29 million a year on average because they cannot respond fast enough to customer demand.
  • Survey data showed 75% of executives view their organizations as too slow to react to changing customer needs.
  • IBV reported organizations that decode customer intent post 13% lower customer acquisition costs, supported by 6% higher retention rates.
  • Findings linked AI responsiveness with governance to 12% higher marketing ROI, supported by a 38% lift in customer lifetime value.
  • IBV analysis found delays in detecting customer signals cut marketing ROI by 30-40 percentage points.


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