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September 02.2025

2 Minutes Read

Is Your Company Ready? The Leadership Skills Gap Hurting Customer Experience

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The Leadership Skills Gap: A Growing Concern for Customer Experience

As companies rush to adopt innovative technologies like artificial intelligence (AI), a troubling trend has emerged: a significant leadership skills gap is hindering the effectiveness of customer experience initiatives. According to IDC, approximately 67% of CIOs recognize that the rapid integration of new technology is creating a serious skills shortage, which threatens their transformation efforts. This gap is only poised to widen, with projections indicating that by the end of 2026, over 90% of organizations could be affected.

The Historical Context: Learning from the Big Data Era

This isn’t the first time businesses have faced such a conundrum. During the big data and analytics boom over a decade ago, firms grappling with data scientist shortages realized that the more pressing challenge lay in leadership's capability to understand and utilize the insights provided by these specialists. Vivek Jetley of EXL highlighted a staggering gap between the number of data professionals and the leaders who could leverage their findings — estimated to be three to four times broader than the shortage of data scientists.

Real-World Examples: Misunderstandings in Leadership

Take, for example, a marketing director confronted by a board member suggesting the implementation of an AI-powered chatbot. Initially apprehensive, he left the meeting without a clear understanding of how to integrate such technology effectively. By the next quarterly meeting, not only had the director failed to implement the chatbot, but he also had to report missed targets, triggering questions about whether the absence of a chatbot had been a contributing factor.

The Urgent Need for Leadership Development

The failure to grasp the potential of advancements like AI doesn’t just stall innovation; it can also lead to tangible losses in customer satisfaction and revenue. With leadership at the helm, understanding and acting on these technologies is no longer a luxury but a necessity. Companies must invest in leadership development to bridge these gaps, ensuring their teams can fully harness technology for better customer experiences.

If you’re concerned about your organization’s strategy in light of these ongoing developments, consider reaching out for help. Want Help With Strategy?

Want Help With Strategy?

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Is Your Company Ready? The Leadership Skills Gap Hurting Customer Experience

The Leadership Skills Gap: A Growing Concern for Customer Experience

The Historical Context: Learning from the Big Data Era

Real-World Examples: Misunderstandings in Leadership

The Urgent Need for Leadership Development

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