The four steps to being successful in total experience management :
ENTERPRISE IT
“ My position has drastically shifted to being a leader within the company pushing the need for the concept of total experience , both internally and for our products ” been more important . Investing in a role that ensures customer experience , employee experience , and end-user experience are viewed holistically can reveal important insights that are essential to business success . “ Connecting your customer experience with your employee experience can point to quick-win investments for all involved . For example , an automated chatbot , a powerful helpdesk , or simple omnichannel tools that make it easier for your customers to reach out on platforms of their choice , can benefit both parties ,” said Maher .
NICOLE
CORBIN DIRECTOR OF PRODUCT AND USER EXPERIENCE , UTELOGY
figure out the best way to bring these experiences to market .
“ When I first started at Utelogy my role was a bit more focused on the UX design of our software , but not necessarily the experience as a whole . In the last few years , my position has drastically shifted to being a leader within the company pushing the need for the concept of total experience , both internally and for our products . We are now pushing for industry standards around security and agnosticity ,” said Corbin .
Challenges facing TX adoption Celine Maher , Regional Vice President , UKI at Zendesk , says that one of the toughest challenges in embracing the “ Total Experience ” mindset is convincing business leaders to look beyond the bottom line , and to take learnings from their customer experience team ’ s feedback .
“ While some may think that the current climate means investment in experience can take a backseat to so-called ‘ keeping the lights on ’ investments , I believe it ’ s never
The four steps to being successful in total experience management :
• Visualise - present EX and CX insights in a singular view .
• Analyse - examine the links between EX and CX .
• Involve - widely include employees in your EX programmes .
• Converge - Align the EX and CX technologies .
Stephanie Barton , EMEA MD at Qualtrics technologymagazine . com 107