Why We Need to Talk About Total Experience
Despite the best efforts of nearly every corporation to change, silos are still the norm. Each department focuses on its own specific area, be it customers, products, or employees, resulting in a disjointed approach to daily operations. Instead of working in harmony, these fragmented efforts can hinder progress and the potential for success.
Business leaders have often resorted to rallying cries and motivating slogans to foster unity, but these surface-level initiatives rarely create substantial change. Over the past decade, Rightpoint has witnessed numerous corporations embark on digital transformations, only to fall short of their lofty expectations. What is missing?
The missing link is a comprehensive approach that encompasses the Total Experience paradigm.
This revolutionary framework integrates the customer, product and employee experiences into a single unified approach that fosters a work culture that empowers and engages employees. This 3-chapter paper explores the importance of ensuring that your customer experience (CX) and employee experience (EX) fully align to create a Total Experience.
Included in this Contents
- Total Experience: Top 6 Considerations When Investing in Customer Experience and Employee Experience
- Four Reasons Customer and Employee Experience Investments Fall Short
- Total Experience: How to Identify and Measure the Moments that Matter
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