Discover what it is, how to apply it, and the relationship of the Total Experience concept with the world of technology.
The way companies deliver products and services is in constant revolution. Consequently, adopting closer relationships with customers – as well as with employees and partners – has proven crucial for anticipating desires, habits, and needs, and thus standing out in the market. Based on this assumption, it is necessary to go beyond the concept of Customer Experience to provide a unified and consistent experience. But how is this possible? Through the approach of Total Experience. How about getting to know this concept better? Keep reading!
Total Experience is the future
By 2026, Gartner predicts that 60% of large companies will use Total Experience (TX) in transforming their business models. This data is from the study “12 Trends Shaping the Future of Digital Business.” But what is TX and how can companies apply this trend? We can describe it as a holistic perspective regarding the customer experience, aiming to integrate and optimize all stages of their journey, promoting personalized interactions, and anticipating needs.
TX combines Customer Experience (CX), Employee Experience (EX), User Experience (UX), and Multiexperience (MX) to transform business outcomes. The ultimate goal is to enhance the overall experience where all these elements intersect, from technology to employees, customers, and users.
But where should you start?
It all begins with understanding the need to focus on and improve the total experience of everyone who, in some way, interacts with the company. However, knowing where to start can be a challenge. To help in this process, check out a framework with the first five steps.
Source: Total Experience Playbook
Technology as a driving force
You might wonder about the role of technology in the realm of total experience. The truth is that it is intrinsically related to this approach, acting as one of the main drivers for the creation and/or enhancement of personalized experiences. Here, we are referring to the development of segmentation, the possibility of interaction across different channels, process automation, data analysis, among others.
To achieve better results
There is an even broader approach of which Total Experience is a part: the connected strategy. Its purpose is to nurture the entire chain of stakeholders, ensuring strong and continuous relationships to gain competitive advantages. With this strategy, it becomes possible to integrate the user experience, customer experience, employee experience, and suppliers’ experience. To learn more about total experience, connected strategy, and other IT outsourcing trends capable of accelerating technology projects, check out our e-book “Beyond Outsourcing”. It provides insights and information that can help drive your business forward.
