We have CX, UX, EX, and even MX... But well, that’s only the beginning. Brace yourself, there’s a new experience acronym to decipher.
What am I talking about? About total experience (TX), of course. Recently featured in Gartner's List of Top Strategic Tech Trends for 2022, TX is expected to revolutionise and speed up the experience revolution.
How is it going to do it? And what exactly it is? Join me to get to know all the answers!
No Experience Operates in Vacuum
Total experience emerged as a result of an insight that no experience operates in a vacuum. It means that all experiences have a pivotal influence on one another, so user experience impacts customer experience, employee experience influences customer experience, and so on. You get the idea.
Even though all experiences are interconnected and interdependent, they are rarely treated like this. Most often companies separate them by creating teams and solutions dedicated solely to a particular experience with little to no consideration for the other experiences.
By connecting and unifying all the experiences, total experience is supposed to create a better, holistic approach toward everyone who is somehow engaged in your business. Customers, employees, users and partners can all enjoy an improved experience.
As Jason Wong, a VP analyst at Gartner, explains, “While excellence in one area is valuable, the organization as a whole can be further strengthened if these four disciplines [UX, EX, CX and MX] are intertwined as a Total Experience (TX) strategy so that they mutually reinforce one another.”
The Rise of Total Experience
With numerous businesses going fully or partially remote, and with the distribiuted workforce model on the rise, creating a strategic TX plan is necessary. Even though the direct need for TX has emerged quite recently, with the great workplace revolution of the COVID-19 pandemic, this model was created long before the widespread of the virus.
The sudden need for remote solutions is what really got TX going. Total experience supports companies and organizations to capitalize on interruptions such as remote work and distributed customers. It creates the complete business experience, from the employee to the customer and the user and interlinks their experiences and interactions for mutual satisfaction.
And that’s just the beginning! Total experience can support your company by establishing the trust of your customers and updating customers' goals and objectives, which directly influences the quality of services and products. By doing so, TX strengthens your business’ reputation on the market and creates an image of a trustworthy and reliable company. It can also help you improve your branding and increase brand recognition. All in all, TX connects every touchpoint to help your company prosper.
Too good to be true? Well, let’s consult specialists. According to the Gartner report "Top Strategic Technology Trends for 2021", People Centricity is one of the 3 key areas which companies looking for new market opportunities should focus on. And that’s not all! It also states that companies having a planned TX management will have more success rate than other companies.
Are You Ready?
Creating a cohesive Total Experience is crucial for the success of your business, as it can help you unleash improvements company-wise by unifying the experiences of all the people involved.
With the help of cutting-edge technologies, you can create one of a kind experience for all these people who support your company, either internally or externally.