Sprinklr Inc., a leading unified customer experience management platform, has released a new industry report highlighting a significant disconnect between business leaders' perceptions and consumers' realities when it comes to customer experience $(CX)$. The research, conducted by Metric Sherpa and based on surveys of over 2,600 business leaders and consumers, reveals that while 86% of executives believe their customers mostly or completely trust them to deliver on promises, consumers report far less confidence in those brands. The report, titled "The CX Confidence Disconnect: Why Customers Struggle to Believe What Brands Promise," underscores the risks this perception gap poses to brand trust, business performance, and preparedness for AI-driven customer engagement. Sprinklr executives emphasize that delivering extraordinary CX requires intentional, omni-channel listening and unified action across all customer touchpoints. The findings urge brands to rigorously measure trust, unify data and teams, and prioritize speed and accountability in customer recovery to close the gap and build lasting loyalty in an increasingly skeptical market.