Total experience from now and beyond, with the modern technology in place, we now empowered engaged in the real time communication and provide interactive experience for your business partners and customers.
Total experience (TX) is a strategy with the aim to create shared experiences by interlinking the user experience (UX), customer experience (CX), multi experience (MX) and employee experience (UX), all in one. Companies adapt total experience (TX) to improve multiple dimensions to accelerate company business transformation. As you can see, TX includes everything and it even considers not just customers, but employees as well. With this strategy intent in mind, companies who adopt it will be beneficial to establishing trust and open communication through the customer lifecycle, across all touchpoints and channels, and put employee interaction in place and being aware for the customer company serves and performs what is needed at different stages and objectives.
We are transitioning into the digital economy since the Internet exists. And from the Internet, we are in “experience economy”, as most of the company is selling more than just products and services to consumers, if you taken a strategic perspective you will notice all company is attempt to provide an experience that so engages the customer in a touching and deeper way, and mobilising resources to make sure it is a positive and memorable event, whether from selling travel tour, to serving VIP clients. As such, all the company must know where to create and value adding beyond just the raw products and/or services. One of the classics for sure is Walt Disney theme park. The whole concept is to borrow and apply to a complete multi experience and make it total experience (including the employee).
Now day one bad experience will turn consumers and buyers away for their life, as long as alternatives are available. And in the modern world, it is hard to have a monopoly business exist without some subtitle business. Everyone is talking about customer journey and mapping, but it is time to see the whole, total experience (TX), this is where the domain is going. If you are yet to think about it, it is time to think how you can implement this more robust way that will stay from now and beyond.
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