Author : Sushovan Saha
Associate Director - Global Marketing, Espire Infolabs | Sitecore MVP 2021
29/Apr/2021

Sushovan is a Sitecore MVP and a seasoned Marketing professional, with over 11 years of extensive experience in the IT, SaaS, and digital communications industry. At present, he is spearheading multiple marketing initiatives for Espire Infolabs - to drive brand value, increase engagements & realise revenue goals & with the single thought of redefining CX for businesses.


Adopting Total Experience Transformation to tackle Business Challenges & drive Customer Loyalty

The COVID-19 pandemic will certainly be remembered for all the uncertainties and disruptions it created for individuals and businesses across the globe, but brands accepted the challenge head-on and devised innovative ways not only for business continuity but also for exceptional digital customer experiences.

As the COVID-19 crisis continues to linger and disrupt public life, businesses will have to keep delivering super engaging CX in 2021 & beyond.

The concept of delivering enhanced customer experience, the role of multi-experience with the development of IoT devices and advancement in AR/VR domain, has been a popular concept in recent years. However, in Gartner’s recent announcement of Top Strategic Technology Trends for 2021 a new strategy of Total Experience is picking up attention.

Gartner touts Total Experience as the competitive differentiator that will be harder to replicate by others as opposed to a siloed & fragmented approach.

Total Experience: The Concept

Adopting total experience transformation to tackle business challenges and drive customer loyalty

Total experience (TX) combines the experiences of people in one umbrella term that incorporates customer experience (CX), employee experience (EX), multi-experience (MX) and user experience (UX), helping businesses drive their revenues and outcomes, at a faster pace. TX subsumes the overall experience where technologies are aligned and conjoined to improve the experience of both customers, employees, and users.

Moving Away from the Siloed Approach

The ever-rising competition amongst brands for meeting elevated customer demands and at the same time attracting skilled talent has made it imminent for businesses to focus on both prioritizing employee experience and customer experience at the same time.

However, brands have always focused on improving both these experiences in a siloed manner i.e. one being independent from the other. The present focus with Total Experience, is however, about ensuring that the focus shifts into a more holistic approach by designing and evolving key metrics that are aligned to measure and co-relate the effects in both the experiences.

The fundamental premise behind Total Experience is to create an all-encompassing and engaging employee and customer experience by breaking down the barriers between different business segments and strategies.

Total Experience for a Remote and Virtual World

Understanding and identifying the critical intersections and synergies between employee experiences, customer experiences and user experiences can help brands leverage the right tools to deliver impactful outcomes for all the stakeholders and create a healthy and robust business model. In 2021 and beyond, brands will need to foster the right employee experience for meeting the elevated customer expectations and needs in times to come.

Distributed workforce models and remote customer facing operations have made it a necessity for brands today to align both customer and employee needs for remaining relevant in the post-COVID world that will be more digital, more remote and more virtual. Strategizing and ensuring the right mix of innovative/disruptive technology and Total Experience solutions will be a must have new-age strategy for brands in 2021 and the years to follow.

Unlocking Seamless Experiences

A cohesive Total Experience strategy will go a long way for brands in not just ensuring motivated employees and satisfied customers but in creating lean cost optimization models and justified investments while serving both the external customers and internal employees.

Total Experience transformation will be built on the premise of a unified communication model, platforms and workflows that eliminate the redundancies and offers seamless experience for employees and customers.

Creating Super Engaging Digital Experiences in 2021 to Unlock Greater Growth

In a world led by digital technologies, effective communication tools have always played a key role for a seamless and optimal experience. Modern communication technologies have tremendously helped businesses during the ongoing global crisis to remain connected and ensure business continuity by fostering collaboration, exchange and sharing of ideas or data irrespective of geographical remoteness.

Similarly, communications built on the omnichannel and multi device needs of customers have become a necessity for brands trying to meet customer expectations today and in times to come. Total Experience strategy must ensure that employee communication needs are effectively met while customer communications across all devices and channels are made seamless.

Total Experience in 2021 & Beyond: Capitalizing on New Disruptions

Total Experience strategy is a one-stop solution for brands to boost organizational effort in capitalizing the new disruptive technologies of present COVID era including remote work and distributed customers.

At Espire, we believe that true Digital Transformation can only be achieved with Total Experience (TX), and it is the sum of Multi-Experience (MX), User Experience (UX), Customer Experience (CX), and Employee Experience (EX).

Businesses with the ability to treat their operations as a unified whole and targeting the entire range of experiences will certainly position themselves as leaders in coming years. It will make them capable for delivering their services in remote work conditions and omni-channel ecosystem for a rewarding customer and employee experiences.

Espire's Customer Engagement Hub (CEH) includes all key enablers of excellent Customer Experience (CX) - such as Digital Content Management, Experience Design, Customer Communication Management, Customer Analytics, CRM and IoT. Our partnership with global digital and customer experience technology leaders coupled with our extensive industry experience uniquely positions us to deliver top-notch digital and customer experience transformation solutions.

Reach us at marketing@espire.com for any query and subscribe to our blog for latest industry updates, trends, and insights.





MORE FROM OUR BLOGS

Accelerating digital experiences with powerful ui ux for leading industries

UI & UX has emerged as a mainstay when it comes to offering an engaging and easy-to-navigate website/user interface to users. A careful UI/UX design strategy can help in transforming the way organizations interact with their customers as well as their employees by making the platform more streamlined, agile, proactive, easy-to-use and intuitive. Moreover, it can help in increasing user retention, engagement, conversion rates and eventually better ROI.

Espire infolabs enhances search experience for acu wins searchstax partner excellence award 2021

The global leader in search experience management, SearchStax has recognized Espire Infolabs in the Partner Excellence Award 2021 (APAC) for assisting Australian Catholic University (ACU), transform its site search with SearchStudio and driving greater engagement and conversions.

Sitecore composable dxp multiexperience solutions for driving greater business outcomes

Espire is helping leading brands deploy Sitecore Composable DXP to deliver multiexperience and total experience solutions at scale. Sitecore is constantly adding cutting-edge tools and technologies to give marketers and developers the flexibility to compose their DXP platform to deliver total experience solutions at scale. Enterprises are prioritizing their move towards delivering multiexperience solutions to drive impeccable staff and customer experience.

Sitecore ordercloud top features and benefits for driving exceptional digital experiences

Sitecore’s OrderCloud is an API-first headless cloud platform which empowers brands to streamline key business operations like efficient order management, marketplace application integration and driving eCommerce experiences for customers. It seamlessly integrates with your brand’s existing technology stack to drive targeted customer communications and digital experiences across multiple touchpoints

Searchstax and sitecore the top integration benefits for search optimization and personalization

SearchStax can be seamlessly integrated across the multiple versions of Sitecore, which enables brands to drive exceptional digital experiences with enhanced search optimization and personalization. Search Engine Optimization has emerged as a key marketing goal for brands to spread the word about their service offerings and acquire new customers

Sitecore composable dxp future proof your business with end to end digital experiences

Marketing strategies in 2022 and beyond would be focused on seamless integration of technology platforms, cloud adoption and upgrading the tech stack for greater agility and resilience. Sitecore Composable DXP has emerged as a leading Digital Experience Platform for brands to drive impeccable digital experiences at scale

Top 5 considerations before choosing a content management system to drive memorable experiences

With the right CMS, businesses can optimize, manage and publish content on all digital screens from a single, centralized content hub to provide a seamless customer experience on their preferred customer platform. Brands should focus on delivering a consistent brand experience across various touchpoints to remain ahead of their competitors

Sitecore send top 5 features to drive powerful digital experiences across touchpoints

Sitecore Send, is a latest offering by Sitecore which empowers marketers to drive targeted and contextual communications by leveraging visitor’s data. With a beautiful design template and an intuitive drag-and-drop interface, Sitecore Send simplifies email creation and delivery, enabling marketing professionals to drive customer interactions at scale across all digital channels.

Composable dxp deliver contextual digital experiences to bolster business growth

Composable DXP has completely revolutionized the entire DXP landscape, allowing brands to decompose and create a technology stack which is well-suited to their dynamic business needs. The future of DXPs is completely customizable, cloud native with an API-first approach, which maximizes the speed of campaign executions.

Customer data platform drive personalization the right way with sitecore boxever cdp

Sitecore CDP is a state-of-the-art customer data platform which helps businesses to ramp up their personalization efforts with unique 360-degree customer view combined with intelligent decisioning, predictive analytics, experimentation, and orchestration capabilities, to deliver relevant digital experiences to customers through their preferred channel at the right time

MORE FROM OUR BLOGS

Designed a Centralized Content Management System for a Leading UK-based Staffing Business

A leading Global Talent Acquisition and Managed Workforce Solutions provider in the UK, needed support to centralize its content management for the 22+ acquired brands and required a simplified process for posting job openings & deploying regular enhancements for content management. Espire considering the challenges, reimplemented the front-end design framework for better performance, security and SEO optimization. We also redesigned the cloud architecture on Microsoft Azure to support constant enhancements required to centralize & manage enterprise & localized content. 

Design & Development of a Responsive SharePoint Website For the holding company of Singapore’s public healthcare providers

The client manages the public healthcare system to ensure that good and affordable basic medical services are available to all Singaporeans.

Enhanced digital customer experiences for a leading Singapore headquartered transshipment hub

The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla they required a strategic technology partner to revamp the website, improve content delivery and website navigation with needed to map customer journey and access visitor analytics efficiently

Optimized data and content management with Azure-based solutions for a leading Singapore-headquartered transshipment hub

The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla. They required a strategic technology partner to carry out Azure migration and eliminate on-premise hosting environment. They also needed managed support services for monitoring website up-time and efficient incident management.

Designed a DXP Platform to Enhance CX for a UK-based Integrated Marketing & Communications Company

A leading UK-based integrated marketing & communications company which assists businesses in brand deployment, digital transformation, marketing communications and driving customer experience across all digital channels, One of the primary challenge sighted by the client was an absence of an Intranet Portal, which would act as a scalable DXP solution to onboard as many clients as needed

Accelerating digital experiences with powerful ui ux for leading industries

UI & UX has emerged as a mainstay when it comes to offering an engaging and easy-to-navigate website/user interface to users. A careful UI/UX design strategy can help in transforming the way organizations interact with their customers as well as their employees by making the platform more streamlined, agile, proactive, easy-to-use and intuitive. Moreover, it can help in increasing user retention, engagement, conversion rates and eventually better ROI.

Espire infolabs enhances search experience for acu wins searchstax partner excellence award 2021

The global leader in search experience management, SearchStax has recognized Espire Infolabs in the Partner Excellence Award 2021 (APAC) for assisting Australian Catholic University (ACU), transform its site search with SearchStudio and driving greater engagement and conversions.

Sitecore composable dxp multiexperience solutions for driving greater business outcomes

Espire is helping leading brands deploy Sitecore Composable DXP to deliver multiexperience and total experience solutions at scale. Sitecore is constantly adding cutting-edge tools and technologies to give marketers and developers the flexibility to compose their DXP platform to deliver total experience solutions at scale. Enterprises are prioritizing their move towards delivering multiexperience solutions to drive impeccable staff and customer experience.

Sitecore ordercloud top features and benefits for driving exceptional digital experiences

Sitecore’s OrderCloud is an API-first headless cloud platform which empowers brands to streamline key business operations like efficient order management, marketplace application integration and driving eCommerce experiences for customers. It seamlessly integrates with your brand’s existing technology stack to drive targeted customer communications and digital experiences across multiple touchpoints

Searchstax and sitecore the top integration benefits for search optimization and personalization

SearchStax can be seamlessly integrated across the multiple versions of Sitecore, which enables brands to drive exceptional digital experiences with enhanced search optimization and personalization. Search Engine Optimization has emerged as a key marketing goal for brands to spread the word about their service offerings and acquire new customers

Subscribe To Our Blog

By clicking on "SUBSCRIBE NOW" you acknowledge having read our Privacy Notice.