As organizations rush to adopt AI technologies, a critical issue arises: many environments lack the digital maturity needed to support AI effectively. This article emphasizes that digital maturity—not just algorithm quality—determines AI success. Effective AI integration often stalls in fragmented digital landscapes, exposing weaknesses instead of facilitating transformation. For AI to succeed, enhancing digital employee experience (DEX) is crucial. DEX allows organizations to operate beyond basic system functions, driving proactive issue resolution and continuous improvement. Older systems may create friction, leading employees to revert to inefficient habits. Organizations must approach DEX as a strategic asset, using real-time data to shape AI initiatives and enhance user journeys. The article calls for CIOs and CTOs to prioritize digital experience metrics, transitioning from traditional IT measures to experience-level agreements (XLAs). In summary, achieving digital maturity is essential for leveraging AI and driving productivity across organizations.
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