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 Is 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 business-customer relationships, engaged employees offering stellar service, and seamless experiences with your digital properties.
Increase convenience and personalization
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
Act on customer insights to continuously improve
How do you stack up?
Obstacles on the Road
to Actionable Insights
Creating an integrated total experience requires quality data that can be shared across systems, processed and analyzed in real time, and presented to stakeholders as insightful, compelling visual stories. Without the right tools in place, companies struggle with data issues.
Top Data Problems
Is your company prepared to take meaningful action on customer data?
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.
Which communication and collaboration tools do organizations offer their customers and employees?
TX Isn’t Just Your Tech — It’s Your Vision
A key part of nailing the total experience is using solutions that make everyone’s lives easier. Companies are currently seeking features like automated tasks, prepopulating fields, and integrated customer context panels. But it’s important to look beyond lists of features and consider the way you’ll apply them, the capabilities they’ll unlock, and the outcomes you hope to achieve with them.
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 by giving employees exactly what they need to delight customers on any device, from anywhere, and by offering customers the interactions and experiences they want and expect throughout their journeys—even when they contradict. It’s one source for a million possibilities: Compose the solutions you need and add them to those you already have, build from scratch or go straight from the box, and create something that works 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.