We have all had the experience of calling customer support, only to be passed from one group to the next, having to reexplain the situation and provide details at every step in the process. It can be very frustrating as customer, but it’s also frustrating for the support representatives who may each be accessing different data sources with different tools sets and applications. This is the problem total experience (TX) looks to solve. TX represents the convergence of customer experience (CX) and employee experience (EX) into a unified, seamless, and transformative approach by combining data and applications onto a single pane of glass. It recognizes that every interaction, whether internal or external, contributes to the overall experience ecosystem. By integrating customer and employee experiences, organizations can unlock significant benefits and drive sustainable growth.
Customer Experience Evolved
A new portfolio of TX solutions was highlighted during OpenText’s Solutions Day on June 6 in New York City, where I sat down OpenText’s Janet de Guzman, Senior Director of Experience Cloud Product Marketing. We discussed the evolution of CX to TX, why businesses need to take a more comprehensive approach to all forms of experience, and how OpenText helps customers on their TX journey with modular, cloud-based solutions that integrate with current systems to drive continuous TX improvements. We also touched on a newly coined key point indicator metric called Return on Experience, or ROE, as a way to benchmark and measure TX improvements over time.
Keypoint Intelligence Opinion
In today’s hyper-connected and rapidly evolving digital landscape, organizations are increasingly recognizing the significance of delivering exceptional experiences across all touchpoints. The evolution from CX to EX has paved the way for the holistic TX approach: This is as complex as it is revolutionary in the way businesses will continue to put their customers and employees at the center of everything they do operationally to drive growth, increase profitability, and retain valuable employees.
