Total Experience in the Age of Conversational AI Platforms

This new decade that began with the COVID-19 pandemic ushered in an era of business experiences that are mobile, remote, and digital-centric. The keywords here being “experiences” and “digital.”

Yes, we are in the midst of a business environment that feeds on experiences that empower, driven by social, cultural, and economic changes. And yes, “digital” is the fodder fuelling these experiences. So, putting it in simpler words, the quality of the digital experiences businesses deliver to their customers is foundational to their success in today’s landscape.

After all, products and services are commodities that can be easily imitated and lose their differentiating value in the long run. But it’s the emotions and feelings that customers take away that matter the most and create memorable brands at the end of the day.

But, it’s not just about the customers anymore. To create exceptional experiences, it is vital to focus on providing meaningful employee experiences. After all, fulfilling even a minor customer request requires coordination amongst different departments at the workplace. A great employee experience makes it easier for employees to do their jobs and serve customers better. Moreover, it is only an engaged, motivated, and enthusiastic workforce that would work towards reaching outstanding CSAT scores.

Hence, intelligent, future-oriented organizations understand that they cannot separate customer (CX) and employee experience (EX) strategies into silos anymore. As important as it is for CX and EX to function outside the formerly created vacuum, it is equally vital to strengthen “experience” strategies with thoughtful user experiences (UX) and flexible multi-experiences (MX).

As put forth by leading analyst firm Gartner, “MX, UX, CX, and EX (or, simply “total experience”) are inextricably intertwined in the digital experience economy.”

In its latest report, “Top Strategic Technology Trends for 2022,” Gartner defines total experience (TX) as “a business strategy that integrates employee experience, customer experience, user experience, and multi-experience across multiple touchpoints to accelerate growth.”

Through holistic management of the expectations of various stakeholders, including customers, employees, suppliers, and vendors, TX boosts confidence, satisfaction, loyalty, and advocacy.

So, how can an organization optimize experiences for its customers, employees, and other stakeholders?

The simple answer lies in enhancing the everyday interactions that make up a considerable chunk of a typical day at work. And mature conversational AI technologies and platforms can play a significant role in this.

Let’s explore further.