How To Achieve Total Experience in Your Enterprise’s Digital Transformation
Traditionally, CX, EX, and UX, have been seen as separate, and have been siloed by businesses. Stitching these disciplines together will give you the competitive advantage.
According to a Gartner CEO survey of 2021, the top two deciding factors for digital transformation are improving customer experience (CX) and increasing employee productivity by enhancing employee experience (EX).
With the introduction of Total Experience (TX), CX, EX along with UX are processed under the same umbrella that enhances the complete brand value of the business to all its stakeholders. The survey also mentions that by 2024, companies
Think how Disney grew into a redoubtable global brand! The creators went the extra mile. Besides making stunning movies and creating iconic characters, Disney permeated the mindscape of the audiences through amusement parks and events, thus stitching a firm brand loyalty.
How to achieve a successful Total Experience?
Tearing Down Silos
As mentioned above, the key to achieve total experience is by breaking all the departmental barriers of an organization and bringing all the teams like UX, EX and CX under a single umbrella. This will create a unified approach where all the teams will work together to enhance both the customer and employee experience which are key to a business’s success.
Both customers and employees have a higher probability of being satisfied when teams work together under a same principle of composability. Thus, tearing down silos of EX and CX will enable a company to take the initial step towards TX.
Define your strategy to generate value
One of the common mistakes companies make is that they assume business will continue to grow no matter what, and this attitude is what led to a fall of many businesses which were once successful. It is important to evaluate all the metrics of the operations and try to redefine what’s required for a better growth. Prepare a list of objectives and prioritize them. The next step is to define a roadmap based on the objectives that you’ve arrived at. Give life to your roadmap by adding desirable use cases as deliverables and define a timeline. This will ensure both the CX and EX will be improving simultaneously.
Measure, analyze & learn from your customers
Companies that have understood the importance of existing customers stick to a customer-first approach. A company can learn a lot of things from their existing customers that will help them serve them better in future. When you define the roadmap for TX, you should define who your customers actually are? Analyze your customers and define different sets of personas and their preference or style. To achieve this, you should find answers to these 3 questions first.
- What defines my clients?
- How does the company acquire clients, what is the exact sales funnel?
- What are the things that the company already knows about their customers?
To answer all these questions and to build a customer centric business model, the company should invest in data analytics first. Data analytics will help the business to Read More
