target audience: TECH SUPPLIER Publication date: May 2024 - Document type: Conference Proceeding: Tech Supplier - Doc Document number: # DIR2024_T4_MM
Delivering Customer Value with Experience-Orchestrated Applications
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Abstract
These event proceedings were presented at the IDC Directions conferences in Boston and San Jose in March and April 2024.
Over the past year, GenAI has been successfully applied to improve employee productivity; however, improving customer experiences, not so much. As organizations become more comfortable with a future of AI everywhere, digital businesses must take a step forward to extend that value to the customer. Not only is the customer in the driver's seat, but they are accelerating demand for faster response times and personalized engagement that AI/GenAI is primed to address. It means connecting the person in finance with the person who is paying the bill using AI-infused capabilities to improve the interaction.
In this session, Marci Maddox looks at how the future of experience-orchestrated intelligent applications will transform the software market and deliver shared value between the business and its customers. Organizations will move beyond process-oriented SLAs to value-oriented XLAs that emphasize the importance of data to connect the dots across customer journeys and employee work streams fueling AI-driven decisioning and empowerment.