In the third instalment of our blog series looking forward to the anticipated tech trends of 2022, we take a look at the drive towards delivering Total Experience (TX)…
Building on UC tools
Throughout 2020 and 2021, cloud-based collaboration platforms and unified communications tools saw unprecedented uptake as organisations scrambled to support customer and employee experiences across digital spaces.
Most organisations now have the necessary tools in place, and in 2022 we can expect to see the focus shift towards breaking down the siloes that isolate and differentiate experiences. Businesses looking to stay relevant in an increasingly digitalised, experience-driven world will need to abolish the barriers that separate customer experience from employee experience and multi-experience from user experience. Creating a superior, interconnected experience for everyone, regardless of platform, device or geographical location. This is what’s being called Total Experience (TX).
What is Total Experience?
TX is all about identifying the places where customer, employee and user experiences intersect and then looking holistically at how to deploy impactful solutions that will transform the overall experience for everyone who comes into contact with an organisation.
It’s about breaking down departmental barriers, thinking about experience as a whole – merging front and back offices, customer-facing and behind-the-scenes; and utilising technology in a way that engages and connects everyone.
An effective and cohesive TX strategy must be underpinned by the right tools and platforms, this will help organisations differentiate themselves from their competition by allowing them to capitalise on experiential disruptors, reducing the drag, cost and redundancy involved in serving both internal and external groups separately. Any organisation which manages to do this successfully will unleash opportunities for improvement across the whole organisation (both internally and externally).
The idea behind TX
The foundational idea of TX is that the experiences of customers and employees are connected by specific features and interactions that interconnect and depend on each other.
Take customer contacts as an example. A good employee experience means they have the tools and data they need to answer, manage and resolve customer conversations quickly. This in turn create a positive customer experience as there has been someone available to answer their query and solve their problem quickly and wherever and however they have chosen to reach out to the organisation.
These are the experiences that shape the reputation of an organisation, not just among customers but with employees too, so unifying the experience means organisations can deliver seamless, enjoyable interactions at every touchpoint and for every stakeholder.
Achieving positive Total Experience will give organisations a massive competitive edge not only when it comes to brand engagement, loyalty and advocacy, but also in terms of talent acquisition, satisfaction and employee retention.
Over the next 12 months, organisations that build on their investment in UC to incorporate a strong TX strategy across their ecosystem will be able to design a 360-degree experience that motivates teams, streamlines processes and enhances the experience on multiple fronts.
Those that that drag their heels on TX and continue to think of customer, employee and user experience as separate entities, might well start to lose out in the race for customers, talent, and profit.
More tech trends for 2022
Want to know more about the tech trends to look out for in 2022? Read the other posts in our series here: