TX Dialogue India, Mumbai
A total experience strategy is all about harmonizing and unifying diverse experience functions within a single cohesive framework. When implemented effectively, total experience cultivates a unified environment where both your employees and customers can thrive seamlessly.
Gartner’s forward-looking analysis predicts a transformative landscape wherein, “by 2024, organizations committed to delivering a comprehensive total experience are anticipated to surpass competitors by an impressive 25% in satisfaction metrics encompassing both Customer Experience (CX) and Employee Experience (EX). Looking ahead to 2026, it envisions that 60% of large enterprises will have embraced a total experience strategy, re-shaping their business models and attaining ‘world-class customer and employee advocacy levels,’ a paradigm where both constituencies are actively engaged in championing the corporate brand.”