关键词: 客户体验, 参与者体验, 人机共生交互, 人工智能, 数字生态系统

Abstract: With the rapid advancement of digitalization and intelligent technologies, the marketing and experiential ecosystem shaped by human–machine interactions has undergone profound transformations. Unlike traditional human-centered customer experience, the Human–Machine Symbiotic Experience (HSX), as an emerging mode of interaction, emphasizes the mutual interplay between humans and machines and their emergent capabilities. HSX holds significant potential for enhancing user experience, optimizing corporate decision-making, and promoting social welfare, thereby playing a crucial role in driving economic development and improving quality of life. Within the digital ecosystem characterized by ubiquitous connectivity and real-time interaction, creating greater user value has become an urgent issue. Focusing on the dynamic processes of HSX, this study conducts a systematic investigation at three levels: Study 1 addresses conceptualization and measurement by systematically clarifying the connotation, dimensions, and structural characteristics of HSX, and developing corresponding measurement instruments; Study 2 explores formation mechanisms, revealing the emergent dynamics and evolutionary patterns of HSX from the dual perspective of intelligence quotient (IQ) and emotional quotient (EQ), and proposes a staged evolutionary model; Study 3 examines mechanisms and outcomes, empirically testing the double-helix effects of HSX on both positive and negative results, while exploring its boundary conditions. This research not only offers practical insights for enterprises to design HSX-based marketing strategies and intelligent applications but also provides important theoretical support for governments in advancing the “AI+” initiative and digital ecosystem governance.

Key words: customer experience, actor experience, human-machine symbiotic interaction, artificial intelligence, digital ecosystem