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In many businesses, the way employees feel (employee experience or EX), how customers perceive the company (customer experience or CX), how users interact with products or services (user experience or UX), and the overall digital interactions (digital experience or DX) are often treated as separate areas managed by different teams. While this arrangement may work temporarily, it can eventually cause unnecessary work duplication, higher costs, and unused information that can hinder your brand's progress.

Understanding the potential of combining EX, CX, UX, and DX, Total Experience TX emerges as a business strategy to bridge gaps between these different areas and teams. The goal of total experience is to create a multiexperience approach leading to growth by promoting collaboration and efficiency. Prioritizing the overall experience of users, employees, customers, and partners, gives a significant competitive edge in achieving a sustainable success.

The Importance of a Total Experience

Customer experience is important and will always remain so. However, if your business wants to truly stand out, you need to consider the bigger picture: the happiness and engagement of the people responsible for delivering that customer experience, essentially known as the employee experience.

That's why many businesses are shifting towards total experience platforms instead of using single-purpose business management apps. Of course, there are many "all-in-one business management platforms," but very few of them truly unify the experience at the core. They often only offer add-ons that require time and money to integrate, with uncertain success.

Here are some experts' opinions:

• According to Gartner, by 2024, organizations that focus on Total Experience will outperform their competitors by 25% in terms of satisfaction for both customer experience and employee experience.

• By 2026, Gartner predicts that 60% of large enterprises will utilize Total Experience to transform their business models and achieve exceptional levels of customer and employee advocacy.

These predictions provide a clue! We should prioritize the total experience, encompassing both customers and employees, to gain a competitive edge and sustain a durable success. Many successful businesses have already started doing that.

The Benefit of Investing in Total Experience

When you focus on creating unified experiences at every touchpoint, it greatly influences how satisfied your customers and employees feel about your brand. This, in turn, has a direct impact on your business's financial results.

• Improving customer experience results in higher customer satisfaction scores by 15 to 20 points, reduces customer service costs by 15 to 20%, and increases employee engagement by 20% (McKinsey).

There is an undeniable link between employee experience and customer experience. How much you invest in and support your employees affects the quality of service they provide to your customers.

Employees are not just team members; they are individuals who also happen to be customers. When they have a positive experience with the company, they are more inclined to deliver exceptional customer service. The employee experience plays a vital role in nurturing meaningful connections with customers.

By using an all-in-one total experience platform , you can connect employees and customers through the same platform. This also helps them understand how their work directly impacts the overall success of the business.

The Cost of Not Investing in Total Experience

Experiences with your brand occur constantly. Total Experience is the key factor that distinguishes good brands from great ones. 

Companies have realized the value of consolidating customer interactions into a single knowledge base. In the past, organizations used multiple platforms for customer service, marketing, sales etc. However, nowadays, businesses understand the need to unite all these interactions in one place by using a flexible system that can easily adapt to changes.

Failing to adopt such systems makes it difficult to achieve sustainable growth and success. Companies that neglect these advancements may face challenges in surviving and thriving in the future of business.

5 Reasons to Use the Total Experience Platform

A total experience platform caters to the needs of both customers and employees. Let's explore the top five reasons why your company should consider using a total experience platform.

• All-in-one communication

To enhance customer relationships, brands require a comprehensive total experience platform. With the rise of omnichannel experiences, having unified communication channels is crucial for delivering excellent customer service. Customers can effortlessly access information and assistance through various touchpoints like live chat, social media, email, and more.

• Connected teamwork

In remote work environments, it's essential for teams to stay connected. Colleagues who don't interact daily may struggle to stay updated on project and department updates. To address this challenge, companies should invest effort and resources into establishing clear communication protocols that all team members consistently follow. This promotes a feeling of connection and ensures that everyone is well-informed and aligned.

• Complete understanding of the customer journey

Gaining a comprehensive understanding of the customer journey can be difficult without knowledge of the entire customer experience. In the past, teams had to review each interaction separately, like emails or live chats, which was time-consuming and inefficient.

Furthermore, there is a chance of overlooking certain conversations, which can result in a negative customer experience.

By mapping out the customer journey and touchpoints, employees can access all customer interactions in a centralized location. This enables you to have a comprehensive view and understand everything a customer has said and done on your website.

Efficiently locate the necessary information for each conversation, including the customer's name, email address, and chat logs. Connect relevant conversations to save time and avoid searching through multiple records. Show empathy towards your customers and strive to create a positive experience.

• Centralized customer data

Data silos pose a challenge for many small businesses. Different departments often operate independently, prioritizing their own objectives. However, this can result in various issues, such as the inability to have a holistic view of the business and make well-informed decisions based on all available data.

Another issue is the inability to recognize trends or patterns that could enhance overall business performance. By utilizing a total experience platform, customer data is consolidated and presented in a standardized view for each customer. This simplifies work processes for your team and enables them to identify valuable insights that can drive improvements across the company.

• Streamlined technology tools

Small businesses typically start with a basic email solution to manage customer inquiries. As their customer base expands, they may incorporate live chats for real-time interactions and a CRM package to track leads.

However, managing multiple tools separately can become cumbersome. A total experience platform simplifies this process by offering a unified technology stack. This means all the necessary tools and features are integrated into a single platform, making it easier for businesses to handle customer interactions, track leads, and gain a comprehensive view of their operations.

This leads to fragmented data and multiple digital solutions for different functions. However, by consolidating your technology stack with a total experience platform, you can eliminate tool redundancies, gain a comprehensive understanding of your customers, and optimize your return on investment (ROI) while reducing costs.

Having all your customer interactions managed through a single system is crucial for providing exceptional customer experiences. Whether it's through email, live chat, or social media, having a unified technology stack ensures seamless handling of customer interactions. Moreover, it should support multiple channels, including voice and video, all within one convenient platform.

Happy team, happy customers

When you have an all-in-one total experience platform, it goes beyond just having tools. It creates a culture and positively impacts the lives of your customers. Your employees will feel valued and supported by their leaders when they have access to the right technology and training. This fosters a happy team, which ultimately leads to happy customers.