The Value of an Experience-Orchestrated Business

This IDC Perspective introduces the concept of an experience-orchestrated (X-O) business, which aims to deliver shared experience value powered by intelligence. It emphasizes the need for organizations to evolve from siloed digital transformations to holistic experience management, leveraging technologies like GenAI to scale intelligence via automation. It further elaborates on the pillars of an X-O business: connections, intelligence, actions, and culture, and how they contribute to value-based outcomes for all stakeholders in the experience ecosystem."In an AI-everywhere world, future experiences will need to consider the whole ecosystem and embrace an experience-orchestrated business model," said Sudhir Rajagopal, research director, Future of Customer Experience, IDC. "Companies that continue to assume that supporting one stakeholder group over the other is a zero-sum game, will get left behind. Enterprises must act now to get ready for the coming era of intelligent experience orchestration powered by generative AI."