HCLTech, in a recent report, showed that eight out of 10 “experience leaders” leverage GenAI, Cloud and SaaS technologies to gain real-time insights, personalise interactions and automate processes. These leaders reported significantly higher returns on investment (ROI) compared to their less-focused counterparts.
The IT company released a report titled ‘The Blueprint to Total Experience’, which highlights the increasing significance of total experience (TX) in delivering exceptional, holistic and integrated experiences for customers, employees and users across various channels.
“Achieving total experience is not just a goal but a pivotal strategy for thriving in the next era of business evolution,” said Pawan Vadapalli, corporate vice president and global head, digital business services, HCLTech. “The companies that are excelling are those that are unlocking the potential of data with GenAI to create personalised and intuitive experiences.”
The study surveyed over 600 senior business and technology leaders worldwide, with an average company size of $10.8 billion in revenue. Of these, 16% of companies were categorised as ‘experience leaders’.
The report showed that 67% of experience leaders deploy GenAI solutions to gain real-time insights from knowledge databases, while 65% use it to extract insights from unstructured data. Additionally, 64% of these leaders offer personalised assistance via chatbots and other tools, and 61% leverage GenAI predictive capabilities to tailor content, services, and products for target audiences and employees.
Jill Kouri, chief marketing officer, HCLTech, said, “Historically, companies have focused on the four components of experience — user experience (UX), customer experience (CX), multi-experience (MX), and employee experience (EX) — in silos. The total experience philosophy brings these elements together under one umbrella, enabling complementary outcomes including a more engaged and productive workforce and the attraction and retention of top talent.”
Looking ahead, the report suggests that leaders are far more advanced than others in using data and AI to personalise experiences. About six in 10 have fully or largely implemented AI and data solutions; in three years, that number is expected to grow to over nine in 10.
Furthermore, the top uses of data and AI, such as customising products, services and models, as well as identifying patterns, preferences and behaviours of stakeholders for predictions and personalisation, are expected to grow over the next three years.
