What is Total Experience?
Total experience (TX) is a strategy that creates superior shared experiences by interlinking the user experience (UX), customer experience (CX), multi-experience (MX), and employee experience (EX) disciplines. It is about more than improving the experience of one constituent—it improves experiences at the intersection of multiple constituents to achieve a transformational business outcome.
TX encompasses the complete company experience, from the employee to the customer and the user. The total experience involves more than just taking care of customers—it means providing an excellent environment for employees and users as well.
The user experiences of customers and employees are connected by specific features and interactions that depend on each other. The conditions of these experiences shape an enterprise’s reputation and affect the quality of their services overall. Through the unification of all the user experience touchpoints, businesses can offer seamless, enjoyable engagement with their brand.
Shaping a total experience involves:
- Establishing trust and open communication throughout the customer lifecycle
- Staying on brand across all channels and through every touchpoint
- Always being aware of customer goals and objectives