May 3, 2022

Total Experience Technology – Expanding Enterprise Digital Transformation

The global landscape is rapidly evolving, with technological advancements taking center stage. Enterprises are increasingly focusing on enterprise digital transformation and embracing modernization through a Total Experience (TX) strategy to maintain a competitive edge while staying agile and responsive to emerging opportunities.

According to Gartner’s predictions for 2024, organizations adopting a Total Experience approach will outperform competitors by 25% in satisfaction metrics for both customer experience (CX) and employee experience (EX).

Total Experience (TX) emerges as a top technology trend, aiming to provide exceptional experiences for everyone interacting with a brand, including customers, users, and workers. Understanding its benefits and applications is increasingly crucial. Enterprises need to invest in a solid cloud infrastructure to expand the scope of operations, both internally and externally.

In this article, we explore how to leverage enterprise digital transformation and revamp products, applications, and solutions to lead in the market and drive revenue with a Total Experience strategy.
Let’s have a look at the different aspects of total experience in digital transformation.

Total Experience (TX) Strategies for SAP Digital Transformation

Implementing a Total Experience (TX) strategy for SAP digital transformation requires a comprehensive approach that integrates customer experience (CX), employee experience (EX), and user experience (UX) across the SAP ecosystem. Successful implementation of a Total Experience strategy for digital transformation with SAP requires a holistic and collaborative effort, involving both technical and non-technical stakeholders across the organization. Regularly reassess and refine your strategy to stay adaptive and aligned with evolving business needs.

What is total experience?

In the digital age, businesses are increasingly recognizing the importance of delivering exceptional experiences to all stakeholders, from customers and employees to users. Total Experience (TX) strategy is a holistic approach that integrates various aspects of customer experience (CX), employee experience (EX), and user experience (UX) into a seamless framework. The goal is to provide a consistent, engaging, and personalized experience across all touchpoints within a digital ecosystem. By prioritizing TX, businesses can foster customer loyalty, drive employee satisfaction, and ultimately achieve greater success in the digital era.

Total experience or TX has been defined as a strategic tech trend that is expected to be the next step in experience evolution. It is a business strategy that helps create a holistic experience for everyone that engages with a business in any manner. This used to mean only customers and other users, but now includes everyone who has a role in delivering the product or service offering to the customer like employees, partners, and other associates.

TX combines the key experience disciplines. It works on the idea that employee and customer experience are interconnected and impact the satisfaction, loyalty, advocacy, and confidence of all stakeholders. In that sense, it extends the scope of digital transformation to cover all the platforms that create value.

Total Experience Strategy In Digital Customer Service

Four key components together constitute total experience.

User experience

User experience is the overall experience that a consumer has while engaging with a brand, product, or service.

Customer experience

Customer experience services represent a sum total of favorable, bad, and neutral encounters that impact the customer’s opinion about the brand. CX customer experience emphasizes the holistic approach to customer journey management, ensuring consistency and excellence across all touchpoints. Customer experience digital transformation involves leveraging technology to enhance customer interactions, personalize experiences, and drive business growth.

Multi experience

Multi experience includes the experience of all the intermediaries other than users, customers, and employees.

Employee experience

In the digital age, employee digital experience plays a critical role in shaping employee satisfaction, engagement, and productivity. By providing employees with easy-to-use, efficient, and personalized digital tools and platforms, companies can foster a positive employee digital experience that enhances job satisfaction, boosts productivity, and reduces turnover.

How does total experience help in digital transformation?

A Total Experience (TX) strategy has become even more essential in the post-pandemic digital-first era, enabling companies to effectively leverage a distributed workforce model while enhancing their digital transformation and customer experience initiatives. That’s because TX offers a platform for interlinking different disciplines of business and aligning efforts. The strategic adoption of such digital platforms gives a company a competitive advantage by combining customer, user, and employee experience.

Total Experience (TX) contributes to successful enterprise digital transformation in several key ways:

Increase brand visibility

Establish brand reputation and trust among the customers

Improve employee and customer satisfaction

Maintain dynamic goals and objectives to keep pace with the ever-changing market and align efforts across the company

Interconnect workflow and touchpoints

Organizational benefits of TX digital transformation

Listed below are the major ways in which TX help businesses:

Customer satisfaction

Employee satisfaction

Employee satisfaction is now just as crucial as customer satisfaction. By prioritizing employee digital experience (DX), enterprise digital transformation initiatives empower employees with the tools and methodologies they need to excel and deliver exceptional outcomes. Additionally, by streamlining workflows and ensuring intuitive interfaces, TX management fosters enhanced employee engagement and a more connected workforce.

Establishing trust with customers

A strong TX digital transformation strategy enables businesses to create a seamless and consistent consumer digital experience (CDX) across all touchpoints, from initial brand discovery to ongoing customer engagement. By establishing repeatable processes and leveraging technology, businesses can ensure that consumers receive high-quality products and services time after time.

Better end products

TX contributes to the quality of end products and services by maintaining the consistency of intermediate and end processes.

Bridge customer and employee gap

TX acts as a bridge for employee-customer interactions. This helps in keeping both parties on the same page and aids in the speedy delivery of services.

Better interlinking between departments

TX digital transformation interlinks different disciplines including customer experience, employee experience, user experience, and multi-experience for better coordination and communication. It does so by breaking segregations between different departments of an organization like marketing, sales, supply chain and logistics, operations, maintenance, and customer service.

Strategies to adopt total experience

Following are the four major ways in which companies and business organizations can successfully implement TX digital transformation.

Tearing down silos

Data is at the heart of all digital strategies. Enterprises must ensure data silos are broken to make the required data available wherever it is needed when it is needed. Data-driven digital strategies enable informed agility and responsiveness.

Connecting all teams

The next crucial element is bringing various teams and departments together to deliver customer-focused outcomes. Organizations with TX in mind can adopt process innovation based on the composability principle, a game-changing paradigm for businesses that operates on autonomy, discovery, and orchestration.

Multichannel communication

Companies can use multi-channel communication to understand their audience and communicate. Multi-channel communication promotes brand awareness and brand engagement by allowing multiple, simultaneous, and independent electronic communications.

Focusing on employee experience

Employee experience directly reflects on the customer experience. Sometimes, even customers evaluate an organization based on the way they treat their employees. Employee experience and satisfaction deserve greater attention than they have received so far in many organizations.

Corporations that acknowledge the needs of their employees are found to have high-performing, productive, and active staff. There are several digital people practices now available that HR leaders can use to efficiently manage the post-pandemic workforce.

Building user-friendly interfaces

Companies should focus on building user-friendly interfaces across channels and touchpoints. It is proven to increase customer engagement, interaction, and usage. In the context of how employees work, this is also necessary to enable productivity and reduce burnout. According to a recent report, a well-designed user interface can increase the conversion rate to up to 200%.

Organizations should also invest in making the interface easy-to-use and interactive for visitors. There are UX testing platforms now available that corporations can use to measure how user-friendly their software application is. Currently, only 55% of the companies are using such powerful tools but more need to.

Conclusion

A5E Consulting: Your Trusted Partner for SAP-Powered TX Strategies

SAP, a global leader in enterprise software, offers a comprehensive suite of solutions that empower businesses to implement and optimize Total Experience (TX) strategies. These solutions enable businesses to create seamless and consistent customer experiences across all touchpoints, from initial discovery to ongoing engagement.

A5E, a leading SAP consultant firm, provides expert process consulting services and technology platforms for TX initiatives. We offer a comprehensive portfolio of solutions that can help you chart, build, and deliver a successful digital transformation journey.