Spirited Dialogue – Digital Doubles in an Experience Economy

In a previous episode, we discussed the evolution of an organization from a product-centric organization to a service-centric organization and eventually into an experience-centric organization. As customer behavior evolves, it’s important to take an outside-in approach when designing products and systems. The focus should be on creating a positive customer experience, and transitioning to an experience economy is essential for customer-centric organizations.

One way to enhance the customer experience is by using a digital double that combines human identity and personality, operating based on their intent and situation. However, as we move towards developing digital personalities, it’s important to take a pragmatic approach and consider the ethical and privacy implications for humans, while ensuring appropriate safeguards are in place. Asanka goes into more detail in this VentureBeat article.

One point of clarification: We believe that digital doubles are not the same as avatars or personifications of humans in virtual reality or the metaverse. Avatars are projections of human intent in a digital space. Avatars or digital projections are not created to improve the experience of the human in the real world, instead, they’re intended to provide passive gratification by escaping from reality.

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Dr. Gautham Pallapa

Dr. Gautham Pallapa is a Senior Executive Advisor for VMware. He works with C-Suite and executives at Global 2000 enterprise customers in transforming their strategy, processes, technologies, culture, and people to achieve their objectives and business outcomes. His mantra is "Transform with Empathy" and has successfully led several business transformations and cloud modernization efforts in various industry verticals. Gautham is an agile coach, a Lean Six Sigma Black Belt, a SAFe Agilist, and an Ambassador for the DevOps Institute. He writes/talks/works on transformation, elevating humans, helping underprivileged people, and giving back to the community. Gautham was awarded the 2018 Tech leader of the year by AIM for his contributions. He has an upcoming book called "Leading with Empathy" which explores these topics in detail.