As the industry transits towards virtual space, an increasing impetus is noted amidst the companies to enhance the customer experience
(58%) and employee experience
(57%), says Gartner's "2021 Digital Business Acceleration Survey." However, rather than working on the customer and employee experience in silos, businesses need to intertwine the X’s and develop a holistic experience, to unleash better opportunity.
What the future holds is what Garter notes as Total Experience
(TX), the strategy that will stitch together the threads of customer experience (CX), employee experience (EX), user experience (UX) and multi-experience (MX) technologies to open up myriad touch points. “Gartner expects organizations that provide a TX to outperform competitors across key satisfaction metrics over the next three years,” says Brian Burke, research vice president at Gartner.
In Fact, as per the estimates of Gartner, organizations that offer TX will outperform their competitors by 25 per cent in key satisfaction metrics for both customers and employees.
That being said, in this article lets understand, what total experience holds in the future for business.
Unlocking better experience
Creating a unified Total Experience is critical since it minimizes the time, cost, and redundancy of serving both internal and external customers, allowing for company-wide benefits. While unified strategies and procedures are important in generating a Total Experience, the entire notion of TX is dependent on underlying technologies, particularly unified communications technology.
The correct communication tools have always been critical for creating great experiences for both employees and consumers. Internally, communications solutions enable personnel in different geographical regions to cooperate and exchange information by connecting them.
Even teams that have historically worked in the same physical workplace have been forced to go remote this year, necessitating the use of remote collaboration solutions in 2020. Video conferencing, for example, has been a lifeline this year, with workers indicating that they use video meetings 50 percent more than they did before the outbreak.