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Driving EX as an AI Outcome: Partnering to Build an AI Strategy Is a Requirement

Publisher IDC
Published Mar 06, 2026
Length 6 Pages
SKU # IDC20942275

Description

This IDC Market Perspective looks into the need to reconcile ESAT with broader AI value expectations that is driving finance and operations leaders as well as their CEOs to seek advice from technology suppliers and services providers for retooling the business for AI readiness. Key stakeholders are looking to their digital transformation partners for business orchestration advice even before they embark on or advance further into AI transformation. The human implications of AI transformation cannot be overlooked as businesses need guidance from their vendor and services partners for how to build the next generation of a data-driven enterprise and set themselves up for a human innovation–led, digitally augmented future. "The ROI-first approach to digital augmentation is disregarding ESAT on the road to AI enablement and transformation, posing significant risks to businesses," says Zachary Chertok, senior research manager for Employee Experience at IDC. "Early business gains may make things look like AI as automation is yielding results, but the bigger picture carries ominous signs. The business strategy for AI is where businesses are failing ESAT as a driving factor of innovation-led ROI. Figuring out where the AI and human hierarchies meet is a necessary design step to architect the future of AI-augmented work with humans' innovation at the center. Shifting the organization to this new way of thinking requires vendors and service providers to embed themselves — not just the tech — into the client's organizational fabric."

Table of Contents

6 Pages

Executive Snapshot

New Market Developments and Dynamics

When Old Strategies for New Technology Fail for Some Metrics Despite Succeeding for Others, How Can Businesses Fix the Model?

Are Businesses Open to Value Model Changes or Are They Just Playing Possum?

Advice for the Technology Supplier and Services Provider

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Related Research

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