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The Newest Strategy in the Block: Total Experience

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Author: Sensiple  | Published on October 29, 2021  |  2 min read

| By Author: Sensiple | | Published on October 29, 2021 | | 2 min read |
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    When the reality of the pandemic became apparent worldwide, Gartner Inc released its top strategic technology trends for 2026. One of the trends that gained traction phenomenally is the concept of Total Experience. Total Experience is a business strategy that integrates customer, employee, user, and multi-experiences into a single, connected experience ecosystem. Industry experts predicted that Total Experience as a strategy is essential for the organization’s growth. Total Experience brings together multiple components that drive business enhancement with the prospect of transforming the service industry significantly.

    What Constitutes?

    Gartner defined Total Experience as a strategy that connects multi-experience that includes the bouquet of customers, employees, and users. Total Experience unifies CX, EX, UX, and MX to deliver consistent and meaningful interactions across all touchpoints. Total Experience brings together different siloes of experiences together holistically. Creating a Total Experience strategy is a long-term plan, where every part of the Experience has to be intricately established in the organization. Let’s take a look at the different experiences that contribute to Total Experience.

    Customer Experience (CX)

    Customers are the core of every business. Organizations shape their goals to achieve customer satisfaction, and CX plays a crucial role in achieving business goals. Customer Experience is shaped based on the emotions, sentiments, insights, and feedback given by customers. Strong customer experience drives satisfaction, loyalty, retention, and long-term competitive advantage. Customer Experience focuses not just on customer satisfaction. Retention, loyalty, and competitor advantage are some of the aspects that businesses harvest through CX. Today, organizations place CX as their top strategy by honing the customer interaction points and introducing customer engagement solutions.

    Employee Experience (EX)

    Employee Experience (EX) gained traction in the past decade when businesses realized that customer and employee satisfaction go hand in hand. Employee Experience focuses on empowering employees with the right tools, systems, and environments to deliver better service outcomes. Employee Experience is all about improving the agent service delivery by equipping them with advanced tools. Employee perception of their employer is crucial for superior service delivery. Implementing EX strategies and leveraging employee experience services enhance employee performance and lead to rippled benefits across all business areas.

    User Experience (UX)

    User Experience refers to how well a customer gets acclimated to a product or service. User Experience emphasizes usability, accessibility, and ease of interaction across digital products and platforms. UX focuses on rendering the customer an exceptional experience while using a product in real-time. User Experience and Customer Experience are closely connected as they target the satisfaction that end-users derive from a business. UX touches on crucial usability aspects such as navigation, information, accessibility of a product/application/system.

    Multi-Experience (MX)

    Multi-Experience is a relatively new concept that focuses on the customer from varied points. Multi-Experience enables businesses to engage customers across multiple devices, channels, and interaction modes. MX is all about engaging with the customer in their preferred mode and channel. Built on the premise that every customer is unique, MX is an intensive strategy that forges a bond with customers through communication and engagement. Whether it’s texting or creating Insta Reels, businesses use MX as a strategy to connect and commit at all levels.

    A Future with Total Experience as the Core Strategy

    Total Experience is comprehensive and requires the undiluted attention and contribution of the organization consistently. Organizations adopting Total Experience strategies gain agility, stronger engagement, and sustainable business growth. Although it’s complex to coordinate different strategies, Total Experience has potential in the long run. Unifying the various Experiences will become a crucial growth factor in the future since it unlocks the seamless functioning of elements. Ensuring that all involved parties receive a premium experience improves customer-employee engagement and transforms the business. Total Experience is emerging as a core strategy for organizations seeking seamless, connected, and value-driven experiences.

    As a pioneer of Total Experience , Sensiple helps enterprises design and implement Total Experience strategies that align technology, people, and processes. Contact Us to learn more.

    FAQ
    What is Total Experience?

    Total Experience is a business strategy that unifies customer experience, employee experience, user experience, and multi-experience to deliver consistent and connected interactions across all touchpoints.

    Why is Total Experience important for business growth?
    Total Experience helps organizations improve engagement, productivity, and satisfaction by aligning people, processes, and technology, leading to stronger loyalty and long-term business growth.
    How can organizations implement a Total Experience strategy?

    Organizations can implement Total Experience by integrating CX, EX, UX, and MX initiatives, using digital platforms and analytics to connect data, streamline workflows, and continuously optimize experiences. 

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