• Sun. Sep 25th, 2022

AI and Knowledge: Bread and Butter for Digital Experience Transformation

Digital experiences (DX) apply to customers (CX), customer service agents (AX), and a variety of business “audiences (BX)—executives, managers, knowledge authors, and systems administrators, to name a few. Businesses have to balance AX, BX, and CX in their DX transformation initiative to improve its odds of success. In other words, AX+BX+CX=DX™—we call it the Theory of Experiences™. This may sound orthogonal but AI and knowledge, or simply AI knowledge, is critical to improving all these three elements of experiences.

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