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(TX) total experience

Total experience (TX) is a strategy used by successful organisations to improve both customer and employee satisfaction. Instead of treating customer and employee experiences separately, total experience integrates them together.

Gartner estimates that by 2024, companies delivering a total experience are expected to outperform competitors by 25% in satisfaction metrics for both customers and employees.

Positive customer experience improves satisfaction, generates loyalty, and ultimately creates advocacy. Factors contributing to good customer experience include understanding and anticipating customer needs through active listening to the voice of the customer, providing ultra-personalized content, responsive customer support, and facilitating seamless interactions across multiple touchpoints.

Positive employee experience means less time looking for information, faster proficiency in a new role, more effective communication and easier ways to consume information - all this leading to operational and customer service excellence.

Together, customer and employee experience are the competitive arena of any business today.

Artificial Intelligence will have a pivotal role in shaping the total experience by driving ultra-personalization at scale, automation, insights, predictive capabilities, and continuous improvement across customer, employee, and user touchpoints.

As businesses increasingly adopt AI-driven solutions, the Total Experience will become more seamless, intuitive, and tailored to individual preferences, fostering deeper customer engagement and loyalty.