EXPERIENCE ECONOMY EQUATION
Businesses across industries are discovering the power of customer experience and the peril of ignoring it.
In fact, 67% of customers are considered “serial switchers” in the U.S. largely due to poor customer experience.
Great experiences don’t happen in a vacuum. From employee engagement to supply chain management,
everything has the potential to impact the customer. It's a complex equation that requires businesses to
connect the dots between their experience data (X) and operational data (O) to provide an unparalleled
An Intelligent Enterprise strategy enables brands to solve the equation by turning data into intelligence,
automating processes, and driving innovation. To not just make better decisions with realtime data,
but predict future outcomes based on operational data (the “what”) married with experience data (the “why”).
X Data + O Data = Winning in the Experience Economy
Intelligent Technology: Answering for X + O
Listening, understanding, and acting on your X + O data requires intelligent technologies. Developing technologies make it possible to gain a complete, accurate, secure picture of your
customers. The Internet of Things provides a wealth of customer data, blockchain technology
helps you securely store it while machine learning and artificial intelligence enable smarter and
faster analysis to make the data useful.
With intelligent technology powering five essential areas of your business - your digital core,
network and spend management, digital supply chain, customer experience, and people
engagement - silos will come down.
Processes will become automated. Experiences will be optimized. Risks will be proactively
mitigated. The gap between operations and experiences will close. Your business will become
more agile, driving new value and growth.