Total customer experience is the future of experience design. It focuses on holistically streamlining the overall experience where the multiexperience, user experience (UX), the customer experience (CX) and the employee experience (EX) meet. According to Gartner,1 total experience "differentiates a business from competitors in a way that is difficult to replicate, creating sustainable competitive advantage." The research firm named total experience one of the top technology trends of 2021, and one that will boost organizations' flexibility and resilience.
Businesses have always known that UX, CX and EX are connected. Poor product UX can lead to increased customer complaints, and a happy employee can leave a customer smiling. The key to total experience is that these encounters are considered not as individual occurrences but as facets of a singular experience.
As with any digital transformation initiative, total experience requires technology that breaks down silos and simplifies combining, sharing and analyzing data across the organization. By making the right data accessible everywhere, you can maximize the value that your data can create, and drive innovation.