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The Essential Role of AI in Sustaining Value from the Digital Experience
The digital experiences you deliver to customers, employees, and partners are key drivers of business value. But the complex web of technologies underpinning them have become impossible to manage.
💡 DXI Executive Insights are deeper, thought leadership research that analyzes the market (but without comparing vendors) and either analyzes one or more vendor’s competitive positioning within it or promotes a new perspective on it.
In case you missed it, we’re living through a momentous shift in how organizations create value.
It’s at least as big as the shift from an agrarian economy to the industrial age. We’ve entered the era of the experience economy — a shift that began almost twenty-five years ago, but took some fundamental technological development to finally and fully realize.
Today, the experience is everywhere. The customer experience, employee experience, partner experience, and developer experience are now crucial for business competitiveness. And it has reset the nature of value exchange as we make most of our decisions based significantly on the experience we will enjoy.
Foundational to almost every facet of these experiences are the various technologies that support and enable them. It’s all coming down to the digital experience.
But there’s a problem.
Delivering and sustaining an immersive and intuitive digital experience that wins and keeps customers, employees, and partners requires an intricate and complex web of technologies that are becoming nearly impossible to manage, let alone do so effectively and consistently.
But it will be just this ability to deliver seamless digital experiences over the long haul that will ultimately drive success. This fact is bringing two technical capabilities to the forefront: experiential monitoring (sometimes called user experience monitoring) and leveraging artificial intelligence to enable it.
And it’s important to understand the essential role they’ll play, and how to apply them as you compete in the experience economy.
The Criticality of the Digital Experience — and Its Delivery Gap
Whenever we're evaluating a new technology domain or the evolution of a sector, we’re always wary of hyperbole
But in this case, the importance of the digital experience as a lever of competitive advantage is getting hard to dismiss.
For instance, according to a recent study by Sitel Group:
38% of consumers say that receiving a consistently positive customer experience provides sufficient motivation for them to pay a premium for a product or service.
58% of consumers say the customer experience is one of the biggest influences when choosing one brand over another.
73% of consumers said they were prepared to sever ties with an organization following a single poor customer experience.
And these are just a few data points. An overwhelming abundance of data proves the momentousness of this shift in value perception.
This is an excerpt from a research report developed for Dynatrace. You can get the full report courtesy of Dynatrace here.