How is Total Experience beneficial?

Due to intense competition across different sectors, particularly in the tech industry, companies are under pressure to attract top talent and win customers, making employee experience (EX) and customer experience (CX) major business priorities.

While these two concepts have traditionally been treated as separate goals, the connected digital world we live in today encourages organizations to adopt a more integrated approach to stay ahead and outperform their competitors on key measures.

Because of the growing need for all user experiences to work together seamlessly, Gartner coined the term Total Experience (TX) in 2020.

TX combines people’s experiences into a broad term that integrates customer experience (CX), employee experience (EX), and user experience (UX), helping businesses generate revenue and results at a quicker pace. It encompasses the overall experience where technologies are aligned and combined to enhance not just the customer experience but also that of the employees.

So, what are the benefits for a company in adopting Total Experience?

No more silos: Ultimately, the core idea of Total Experience is to stop treating each part of a business strategy as an individual silo. Merging front and back offices and using technology to ensure that all team members feel aware and engaged in the larger team project creates a unified experience that engages high-level customers.
Unlocking a better experience: Creating a consistent total experience is crucial as it reduces friction, cost, and redundancy related to servicing both internal and external groups, freeing up improvements across the enterprise.