To Elevate Customer Experience,
Companies Need Total Experience
If you want to be truly customer centric, you need a cohesive
customer experience (CX) strategy that gives employees the
tools they need to wow every customer, on any device, at every
step of their journey. In other words, you need to focus on total
experience (TX), the interconnection of customer, employee,
user, and multiexperience.
To Elevate Customer Experience,
Companies Need Total Experience
If you want to be truly customer centric, you
need a cohesive customer experience (CX)
strategy that gives employees the tools they
need to wow every customer, on any device,
at every step of their journey. In other words,
you need to focus on total experience (TX),
the interconnection of customer, employee,
user, and multiexperience.
In partnership with IDG Communications, we surveyed 469 global enterprise companies to get their take on the relationship between customer experience and total experience. Here's a peek at our findings.
Most companies
believe that customer
experience is
· an intrinsic part of their brand
· everyone's responsibility
They also agree that
good customer
experience includes
Empowered
employees
EX
Memorable, personalized
interactions in moments
that matter
MX
The interaction of
humans, data, and
technology
UX
Yet only about half of
them say they're
performing well on
each of these aspects
of experience.
Good
Poor-Average
Only 60% say they have
a cohesive customer
interaction strategy.
Real-time
engagement on
social media
Social listening
New service
channels
Personalized
mobile app
experiences
In partnership with IDG Communications, we surveyed
469 global enterprise-level companies to get their take on
the relationship between customer experience and
total experience. Here's a peek at our findings.
Most companies believe
that customer experience is
· an intrinsic part of their brand
· everyone's responsibility
They also agree that good customer experience includes
EX
Empowered
employees
MX
Memorable, personalized
interactions in moments
that matter
UX
The interaction of
humans, data, and
technology
Yet only about half of them say they're performing
well on each of these aspects
of
experience.
Good
Poor-Average
Only 60% say they have a cohesive
customer interaction strategy.
Social listening
Real-time
engagement on
social media
New service
channels
Personalized
mobile app
experiences
What do companies with the best customer outcomes have in common?
Newer communication tools
0%
SMS
0%
Messenger
Platform
0%
Video Chat
0%
Chat Bots
0%
Voice-based
Virtual Assistants
0%
SMS
0%
Messenger
Platform
0%
Video Chat
0%
Chat Bots
0%
Voice-based
Virtual Assistants
And more complete analytics tools.
of businesses say that employees
empowered with the right tech can
transform customer experiences.
of businesses say that
employees empowered
with the right tech can
transform customer
experiences.
Front-end technology to support effortless interactions
A single interface for all channels
An integrated suite of comms tools
Automated tasks and process enhancement
Built-in resources and real-time guidance
Of those who walk the walk and score well on TX...
0 %
have the right tech
vs.
0 %
have incomplete tech
The Takeaway
The most successful organizations realize
that true customer-centricity interweaves
CX, EX, MX, and UX. Many companies have
the right tools, and many have the right
strategies, but the best customer
outcomes occur where tools and strategy
come together—when organizations
focus on total experience.
The Takeaway
The most successful organizations realize that true customer-centricity interweaves CX, EX, MX, and UX. Many companies have the right tools, and many have the right strategies, but the best customer outcomes occur where tools and strategy come together—when organizations focus on total experience.
