Improving digital experience and IT processes with AI

[armdrejoan]

59% indicate that sentiment about AI within the organization is positive, 37% are neutral, and only 4% are skeptical. When asked which generation feels most comfortable with AI in the office, leaders cited Gen Z (52%), followed by Millennials (39%), Gen X (8%), and Baby Boomers (1%). However, in the U.S., Millennials are seen as AI natives (47% vs. 40% for Gen Z).

According to the survey, most companies have passed the AI ​​evaluation and experimentation phases and today 65% ​​are accelerating their strategies in this area with increasing investments in infrastructure and talent; another 23% are in the final transformation phase in which AI is fully integrated into business processes.


Riverbed’s 2023 Global Digital Employee Experience (DEX) Survey previously highlighted DEX as a critical goal for enterprises, especially with the ever-increasing digital expectations of Gen Z and Millennial employees, who represent nearly half of the global workforce. In this year’s survey, organizations recognized the role AI plays in DEX, as 86% of leaders chinese overseas british database agreed that AI automation is important to improve IT efficiency and deliver a better digital experience for users. Respondents ranked the top five ways they expect to use AI in IT processes to improve DEX in the next three years, including: workflow automation (72%), solution automation (69%), 24/7 continuous support such as chatbots (63%), data-driven insights (59%), and feedback analytics (57%). Leaders also said they expect numerous benefits from using AI in IT operations, including increased operational efficiency and productivity, faster IT service desk response times, increased revenue, and a better digital experience for employees.

All leaders surveyed plan to use, test, or begin exploring generative AI (the most anticipated type of AI) for IT processes in the next 12 to 18 months. Currently, only 34% of enterprises have implemented Gen AI use cases or completed prototypes that they plan to put into production. In the next 12 to 18 months, that percentage will nearly double to 67%, with the remainder of organizations in the ideation phase.

Despite the excitement about AI and its benefits, there are several gaps
Despite the excitement, the research identified three gaps that organizations must overcome to ensure that AI adoption delivers business benefits and success.