First, what is Total Experience (TX)?
TX isthe seamless integration of employee experience (EX), customer experience (CX), user experience (UX), and multi-experience (MX)– across multiple touchpoints to accelerate growth.
Key Insights from the discussion:
Interconnection Between Employee and Customer Experience
Participants delved into the profound relationship between employee experience (EX) and customer experience (CX), recognizing that improvements in one area can positively influence the other. Sharing real-life examples, participants highlighted how enhancements in EX translated into better CX, and vice versa. These insights revealed the immense potential for organizations to unlock growth and drive customer satisfaction through a holistic approach to experience management.
Understanding of Total Experience
The discussion emphasized the need to gather diverse perspectives on what Total Experience (TX) means to different stakeholders. By understanding these perspectives, organizations can effectively communicate and implement TX strategies within their own contexts. The insights gleaned from the roundtable will enable businesses to tailor their approach and align their strategies with the expectations and needs of their workforce and customers.
Experience with Organizational Misalignment
Anecdotes shared during the roundtable highlighted the detrimental effects of organizational misalignment. Participants recognized the importance of aligning all experiences (EX, CX, UX, and MX) in a TX approach to create a seamless and consistent journey for employees and customers alike. The examples showcased the potential for enhanced productivity, customer satisfaction, and overall business success when all parts of an organization are in sync.
Efficiency in Tool Usage
The discussion explored the level of consistency in tool usage across different teams. Understanding this aspect is crucial for organizations seeking to streamline their operations, improve collaboration, and enhance efficiency. By identifying areas where tools can be integrated more effectively, businesses can optimize their technology stack and provide a seamless experience to their workforce.
TX Solution Expectations
Participants were invited to share their expectations from a meaningful TX solution. The insights gathered provided invaluable understanding of the desires and requirements of stakeholders. This knowledge will guide organizations in developing tailored TX solutions that address specific pain points and drive advocacy from both employees and customers.
Impact of Communication Gaps
Roundtable participants shared their experiences of how communication gaps within their organizations had negatively affected customer service. These insights serve as a reminder of the importance of robust internal communication practices. By addressing these gaps, businesses can improve their overall customer experience and strengthen internal collaboration.
Content Repository Evaluation
The discussion also examined the extent to which content is being repurposed across CX and EX. This evaluation uncovered potential efficiencies in content strategy, enabling organizations to optimize their content creation and distribution processes. By leveraging content effectively, businesses can enhance both employee and customer experiences, leading to increased engagement and satisfaction.
The insights shared during the roundtable align with research conducted by Gartner. According to Gartner's predictions:
- By 2024, organizations providing a total experience will outperform competitors by 25% in satisfaction metrics for both CX and EX.
- 60% of large enterprises will use TX to transform their business models to achieve world-class customer and employee advocacy levels.
DoZen's roundtable discussion at the Gartner Digital Workplace Summit provided a platform for digital workplace leaders to delve into the transformative potential of total experience. The key takeaways highlighted the interconnection between employee and customer experience, the potential mpact on your digital workplace, cost-saving opportunities, and best practices for a successful implementation that accelerates growth.