Nouvelle tendance digitale à connaître : la Total Experience

Advocated for years, customer experience or CX for Customer Experience, was intended to be one of the pillars of growth. A trend that experienced an upheaval during the health crisis where the employee experience (EX for Employee Experience) regains its consideration, something which is due to the massive use of teleworking. Yet another consequence requiring the review of the organizational experience (OX for Organizational Experience) of which the company must not only rethink its strength but also optimize its process. All these elements, which are also a whole program, meet the challenge of a fairly fluid and successful user experience (UX for User Experience).

But what underpin these disciplines?

In 2021, Gartner announced a new discipline: Total Experience (TX), defined as a strategy aimed at creating interconnected experiences for all stakeholders—clients, partners, suppliers, and employees—linking CX, EX, OX, and UX.

Fundamentally, Total Experience aims to stop treating each aspect of a business as an isolated silo. This requires cutting-edge technology, a strong network infrastructure, and a solid understanding of what both clients and employees want.

Any company wanting to adopt Total Experience must focus on several key points:

• Build trust with customers;
• Ensure employee satisfaction;
• Position the brand;
• Connect all touchpoints;
• Update the purpose and goals for clients.
   

Why choose this discipline? What are its benefits for the company and its growth?

Network connectivity: Total Experience is an integrated network connecting different areas such as CX, EX, OX, and UX.

A bridge between clients and employees: TX connects employees and customers through interactions, closing the gap between these two main players while merging their mindsets.

A healthy atmosphere: By considering employee experience (EX), Total Experience fosters a healthy and satisfying work environment for employees, which is key to improving the quality of final products or services.

Customer satisfaction: TX also takes into account customer experience (CX) by providing satisfying products and services. Customer satisfaction remains the foundation of any successful business.

A reflection of the company's performance: Total Experience encompasses the experience of customers, users, and employees, reflecting the company's processes and progress across all areas.

Quality finished products: By firmly maintaining the company's processes and the mindsets of all involved, Total Experience indirectly focuses on high-quality final products and services.

This discipline not only cares for clients but also provides a healthy environment for employees. Total Experience (TX) helps build a company’s reputation and is responsible for the quality of its final services or products.

According to a study by Gartner, by 2026, 60% of large companies will adopt “Total Experience” strategies to transform their business models and achieve high levels of commercial performance and customer satisfaction.

TX ultimately encompasses the entire chain of people and actions leading to the desired product or service delivery. It’s not just the journey a customer goes through, but all the journeys involving everyone—directly or indirectly—who contribute to delivering a product or service.