target audience: TECH SUPPLIER Publication date: Oct 2024 - Document type: Market Perspective - Doc Document number: # US52603224
Digital Assistance: Charting a Path to Value for a New Frontier in Experience Management
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Abstract
This IDC Market Perspective describes digital assistance charting a path to value for a new frontier in experience management. AI and GenAI use cases are creating a new multiverse of opportunities for digital orchestration in support of stronger and more personalized experience management. Drives for personalized resource facilitation and on-demand knowledge sharing are leading companies to consider AI to reduce risks of opportunity loss caused by time lags in decision alignment, resource procurement, data analysis, and internal information transfer between operational centers of excellence. Technology vendors must consider how they will approach clients to build use cases for digital assistance that drive adoption rates to meet deployment rates and fulfill the value potential of companywide use cases as defined by relevant center-of-excellence stakeholders.
"Digital assistance is expanding AI personalization to improve employee access to the entire operational resource and knowledge environment based on permissions," said Zachary Chertok, research manager for Employee Experience at IDC. "As a new chapter in the AI journey, digital assistance requires a broader, more complex effort across organizations to realize its full and transformative potential independent of any host suite environment."