Total Experience (TX) - At the Heart of All CX and EX

Customer and employee experiences (CX and EX) are the talk of the town at businesses of all sizes around the globe. The buzz is often justified because true employee- and customer-centric experiences can transform any business.

However, without a focus on outcomes, these crucial concepts are just buzzwords. So how do organizations embrace these strategies, and what kind of difference can they make?

That’s where a Total Experience (TX) platform comes in. HCLSoftware has enhanced, integrated, and combined its No-code and multiexperience Low-code platforms with the CMS and DAM capabilities of its DXP to bring together content, apps, and processes for better omnichannel outcomes. 

Here’s why it matters: Existing omnichannel solutions are falling short. For example, online retailing relies on a closed loop of content, commerce and marketing for profit.  But in other industries, success in the digitization of products or services is measured by service adoption, engagement and outcomes across the lifecycle of a project. This could mean improving internal processes, repairing services, or building lasting relationships, like those between government departments and their communities.
 

“We need to better understand our end customer. We anticipate what they want, whether that’s personalization or a direct-to-consumer experience, so we can keep their loyalty in the future. Michael Nilles, Chief Digital & Information Officer at Henkel.”.

“Caterpillar’s Chief Digital Officer, Ogi Redzic, in speaking about the company’s digital solution, Redzic notes, “Caterpillar is a stronger company the stronger our digital solutions get.” Caterpillar strives to make it easy to buy, own, use, and maintain a piece of their equipment.”.

Creating Total Experiences

Gartner reports that 64% of customer-facing employees say unnecessary effort and too many silos prevent them from delivering a high-quality customer (or employee, or citizen, etc.) experience.

There’s a closely related concept, too. ‘Total experience,’ or TX, has been described by Gartner as “the ability to break down silos and deliver interconnected rather than disparate experiences.”

Gartner also predicts that by 2024, organizations adept at delivering a TX strategy will outperform competitors by 25% in satisfaction metrics. HCL Total Experience provides a cost-effective and fast way to integrate your CX and EX for better customer satisfaction. Here’s how:  

• Consistency across all channels: Ensuring seamless experiences for customers, partners and employees, all easily accessible through intuitive self-service options.  
• Experiences that understand You: Tailoring interactions uniquely to support desired outcomes, leveraging , predictive analytics for personalized customer journey.  
• Empower everyone, safely: Enabling business users with IT support and governance to achieve impactful outcomes within critical business timelines.  

Let’s take a look at an illustrative example.

Imagine an insurance company that has defined a clear business goal and outcome statement, such as, “reduce the time and effort needed for our customers to submit and settle claims and related actions.” Leveraging HCLSoftware’s TX, they’ve put together a polished, user-friendly front-end portal, powered by backend integrations and workflows that achieves the following:

• Efficiency and task completion: The HCL TX greatly boosts efficiency by providing a focused stream of specific tasks and outcomes for users.
• Streamlined processes across devices: While the company’s backend processes likely involve multiple software suites, the HCL TX cuts through the software and information silos to deliver that same simplified workstream anywhere, on any device customers or employees choose.
• Increased loyalty: The portal buildout was “design-led,” with the intent of resolving issues quickly and efficiently, thereby minimizing customer effort and boosting loyalty.

The HCL TX delivers all of this while also ensuring front-end consistency in UX design, functionality and branding. It also offers alternatives to call center queues such as efficient chatbots and texting.

Thank you for reading our first entry in a series on HCL TX. Stay tuned for more insights into its capabilities and the possibilities it presents to organizations worldwide across industries.