AI for Digital Experiences: More than slapping a chatbot on it
How AI is transforming online DX
Back after a short hiatus — life and work got busy. I still spent it doing a lot of writing, so here’s a summary (and links) to a couple of blog posts done for my work on how AI is / should transform online digital experiences.
For a bit of background, I work for Squiz, a prime DPX (Digital Experience Platform) provider. Think about it like a website on steroids, where you can build smart solutions for visitors (occupying the niche between static sites like WordPress and a fully-featured web-app, for service-based organisations and government agencies).
I spend much of my time guiding customers on how to build AI-powered DX for the future, from how to start with AI through navigating the organisational change it requires, to envisaging a future that’s more than “slap a chatbot on it and replace employees.”
In that light, I’ve written two posts on the company’s blog, which I’ll summarise here and link to in case you want to delve deeper. These are around avoiding pitfalls and implementing AI in your online DX layer. Note that since they are company posts, they have been copy-edited by our marketing department 😉
Is your website AI-ready? Avoid these 3 common pitfalls
This article deals with the pressure to “do something AI” that many of our customers face, while at the same time they’re under the constraint of not damaging the brand. For most of our customers, the implications of AI going off-script are dire. This isn’t just a bad product recommendation, it could negatively impact people lives.
To that order, we show how implementing AI depends on more than just technology, and how you go through maturity levels: Automation, Adaptation, and Action. These are navigated as both the organisation and AI tools mature, and help you shift from ‘website information architecture’ to ‘intelligent experience architecture.’
At the same time, we cover the common pitfalls. These are, not surprisingly, more to do with attitude than technology.
If you want to read more about how to prepare your public-facing (or, indeed, internal facing — designing digital experiences for your employees can be just as, if not more, impactful!) read the full post here:
https://www.squiz.net/blog/is-your-website-ai-ready-avoid-these-3-common-pitfalls
The next article was, if you’ll excuse the marketing speak, about:
The ultimate 6-step roadmap to implementing AI on your website
The idea being that the 6-step roadmap is not just about launching a new feature. It walks through how to embed AI into your broader digital strategy in a way that's sustainable, user-centric, and aligned with your organization's goals.
You know, product management style.
The 6 steps are:
Yes, a lot of it is borrowed for organisational transformation, but adapted to AI and DX specifically. This is revolutionary technology, but revolutions still (and always will) happen at human speeds. So this focuses on making the best out of AI, and — hopefully — helping larger enterprises moves at something closer to start up speeds.
If you’d like to read the full article, find it on:
https://www.squiz.net/blog/the-ultimate-6-step-roadmap-to-implementing-ai-on-your-website
That’s it for now. I aim to get back to fortnightly blogging, covering both Product Management and AI (and product management of AI).