Total Experience: Interlinking UX, CX, MX, and EX Disciplines

The total experience, often abbreviated as TX, goes side by side with the customer experience, user experience, and employee experience. As most of the interactions today are virtual, distributed, and mobile, it’s essential to use the TX strategy even more.

Total experience (TX) is an approach that builds superior shared experiences by cross-linking the user experience (UX), customer experience (CX), multi-experience (MX), and employee experience (EX) regulations.

It is more significant than enhancing the experience of one constituent—it enhances experiences at the junction of multiple components to achieve a transformational business outcome.

TX incorporates the comprehensive company experience, from the representative to the customer and the user. The total experience includes more than just taking responsibility for customers—it means implementing excellent conditions for employees and users. 

The user experiences of clients and employees are connected by distinct features and communications that depend on each other. The circumstances of these experiences mold an enterprise’s reputation and affect the nature of its services overall. By consolidating all the user experience touchpoints, businesses can contribute seamless, delightful engagement with their brand. Developing a total experience involves: 

  • Establishing support and open interaction throughout the customer lifecycle
  • Staying on overall brand courses and through each touchpoint 
  • Constantly being aware of client goals and aspirations 

History of “Experience” with “Experience Economy”

The intention of the “experience economy,” first composed by Joseph Pine and James Gilmore in the 1990s, suggests companies sell more than just products and services. Instead, the belief is that companies demand to implement an experience that engages the customer more thoroughly, orchestrating memorable events. In this way, organizations can attach value beyond their commodities and services. 

Recall Walt Disney. He and the firm he established mastered this idea of selling a complete entertainment experience—going past movies, promoting theme parks and attractions to create lifetime memories for clients.  

This notion is the foundation on which a comprehensive multi-experience is created. As times have changed and expectations have risen, we are now invested in the Total Experience of everyone. It engages with the business, including those working behind the scenes, to make the magic happen.

Importance of Total Experience

Conventionally, CX, EX, and UX have been seen as separate and have been siloed by companies. Stitching these disciplines together will give you a competitive advantage. Companies that allow a TX will exceed competitors in several significant satisfaction metrics. In addition, as marketing becomes more remote, virtual, and distributed, and attached TX strategy is required. 

By connecting the UX, CX, MX, and EX and promoting them as a whole, businesses distinguish themselves from competitors in a way that’s hard to copy. In addition, TX enables companies to capitalize on disruptions brought on by COVID-19, like remote work and distributed customers.   

The COVID-19 pandemic significantly constrained and changed tech companies. A remote, dispersed workforce is produced in customer-facing operations that are also more virtual and ubiquitous than ever. It means the customer’s, user’s, and employee’s experience has to be adapted to fit this new reality. 

The distributed workforce model emerged before the pandemic, and its adoption has only been accelerated amid the lockdowns. One great benefit of a distributed workforce can hire talent on a global scale. Those without a reliable TX procedure lose out on both skill and profit. By consolidating a TX strategy, you can compose a 360-degree experience that motivates and empowers your agents to work more efficiently, increasing customer service and customer experience. 

After just one bad encounter, 32% of customers will say goodbye to a label they choose. Instead, consumers are looking for agility, convenience, valuable employees, and friendly service. The companies that are doing this best utilize technologies that promote these benefits rather than prioritizing cutting-edge tech.

Addressing Total Experience

The goal of TX is to improve the customer experience while also developing the institution as a whole. Prioritizing Total Experience will assist you in asking and answer questions about how your user experience affects the customers’ view of your brand. It will also help you identify how to enhance employee engagement and satisfaction, influencing the service and expertise they accommodate customers. Here are a few approaches to address TX: 

Ripping Down Silos

A blended TX involves breaking down departmental walls. It includes merging front and back offices and utilizing tech that engages and connects all team members. It ultimately makes for a unified experience that is also entertaining for customers. Users, customers, and employees will be more satisfied when teams work well with integrated team processes. In addition, building user interfaces that combine functions and simplify a user’s engagement with your applications constitutes a delightful experience that nurtures positive associations and draws them back season and again.

Stamping the Employee Experience 

More and more, customers care about how businesses treat their employees. 90% of consumers care strongly about this matter. Brand your business with a robust corporate experience and an employee-first approach and watch internal and external operations progress. 

Human Interaction & Multi-channel Communication

Human interaction may look a little different now, but it’s still key to a good experience. 82% of U.S. citizens want more interaction in the future. Seamless, multi-channel communication drives satisfaction and loyalty. The right solutions need to be in place to connect workers in various geographical locations. So, having the right communication tools is critical to delivering an optimal experience.

Total Experience as a Whole

TX aims to provide an exceptional all-around experience to anyone who interacts with your brand—pre-purchase users, customers, and employees. So stop thinking of user experience, customer experience, multi-experience, and employee experience as separate silos—they’re crucial pieces of the Total Experience puzzle.  You require to enlist well-designed tools that can help deliver the best possible experience across all channels and touchpoints. It means using tools that concurrently make for an excellent experience for your consumers and enable and stimulate your employees to provide that outstanding service.