Today’s organizations are focused on leveraging data and gleaning actionable insights for optimizing experiences end-to-end. On the flip side, cross-functional knowledge sharing is typically ignored, since information relevant to one team is often considered irrelevant to others.
But business is a web of interdependencies, and its success and growth depend on every value chain being complementary to each other. This can be achieved only when businesses move beyond segregated experiences—customer experience, employee experience, user experience and mixed experience—and start strategizing for total experience .that are ahead of the rest in creating TX, according to our research—are pivoting heavily on GenAI.
Organizations that prioritize GenAI-enhanced TX are better positioned than their counterparts to attract and retain customers, engage and motivate employees, improve user satisfaction, enhance market performance and maximize revenue for the long term. They are alreadybesides cost reduction, more efficient and effective planning, quicker and more relevant product or service innovation, and unprecedented stakeholder advocacy.
For companies that are not pursuing GenAI-driven TX or are passive toward it and heavily trailing, the window of opportunity to catch up is rapidly closing. They need to emulate leaders by prioritizing strategic investments in GenAI for cultivating a TX-driven organization. That said, integrating various experiences will be an uphill task, to say the least. Although promising and already delivering results, TX powered by GenAI is still in its infancy. Organizations will need to implement it incrementally, with expert assistance at their disposal.
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