Benchmarking Total Experience
Most organizations have a firm grasp on the tenets of customer experience (CX). But in order for businesses to be truly customer centric, they need to focus on total experience (TX), the intentional interlinking of customer, employee, user, and multiexperience.
In partnership with IDG Communications, our benchmark study explores the relationship between CX and TX and analyzes the performance of nearly 500 enterprise-level companies in 10+ countries.
Total Experience:
Greater Than the Sum of Its Parts
When companies intentionally interweave customer, employee, user, and multiexperience, they elevate anything these approaches can achieve on their own—enabling them to deliver exactly what’s needed at every interaction.
A Cohesive Customer Interaction Strategy is Built on TX
It involves strong customer relationships and engaged employees offering stellar digital service. Yet only about half of companies rated themselves as “good” on a cohesive strategy:
Mobile
Increase convenience and personalization
Social listening
Identify market trends and prospects
Expanded service channels
Wow people at every stage of the journey
Real-time social media engagement
Build awareness and loyalty
Analytics
Act on customer insights to continuously improve
Obstacles on the Road
to Actionable Insights
Total experience requires real-time data that can be analyzed and shared across systems to tell insightful, visual stories. Yet without the right tools, challenges persist.
Communication & Collaboration Tools: The Right Technology Empowers Everyone
A broad communication toolset opens the doors for everyone to communicate in the way that suits their needs, which means more solutions delivered, happier employees, and happier customers.
TX Isn’t Just Your Tech — It’s Your Vision
TX depends on things like automated tasks, prepopulating fields, and integrated customer context. But it’s important to consider how you’ll apply those capabilities to achieve the outcomes you want. Read this Analyst Q&A from Ventana Research to learn how to manage experiences across customers, users, and employees.
Avaya OneCloud integrates the employee-customer experience on any device, from any location. You can compose the solution you need or add new capabilities to what you already have, creating something infinitely better for you and your customers.
Lopez Research offers more information on how the employee and customer experiences are interconnected, and what to look for in a total experience technology solution.
