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

Insurance claims management system top 5 ways to maximize business growth

Insurance companies have been struggling with disparate systems and outdated claims processes for decades. Leveraging claims management software can help brands in the insurance industry automate manual processes and optimize workflows, while improving staff efficiency and reducing operational costs

Top 5 reasons how sitecore experience edge enhances content delivery and digital experiences

Sitecore Experience Edge is a revolutionary SaaS-based platform with headless content delivery capability, which will help brands drive engaging digital experiences and maximize revenue growth. Aimed at improving content delivery across touchpoints, Sitecore Experience Edge does not add any architectural complexity, maximizing both marketing and IT efficiencies

Mitigating the problem of unallocated cash in insurance industry with digital transformation

Businesses in the insurance sector need to deploy agile technology solutions to reinvent complex operational processes and adopt an aggressive strategy for the efficient management of unallocated cash, to strengthen their credit position and build lasting customer relationships

How sitecore dxp platform can help banking and financial sector to drive future ready digital

As more and more brands in the banking and financial sector are adopting a ‘phygital’ operating model, it has become imperative for them to get a 360-degree view of their customer behavior across touchpoints to drive contextual communications catering to their dynamic needs. In this blog, we discuss how the Sitecore DXP Platform is helping brands in the BFSI sector drive personalized digital experiences across touchpoints to bolster growth.

Composable dxp your 5point guide to build future ready digital experiences

The need for driving connected customer experiences has compelled brands to adopt digital experience platforms (DXP), for end-to-end management and delivery of contextual communications to the customers. Composable DXP allows brands to accelerate their digital transformation initiatives by building capabilities that are best suited to their digital needs, providing them the agility to experiment and deliver total digital experience - at scale.

Accelerate your digital transformation with espire sitecore consulting assessment services

Espire Infolab’s Sitecore Consulting and Assessment services will help your business fast-track DXP goals and build resilience to mitigate any business challenges posed by the next normal in 2021 and beyond. With Digital Customer Experience (DXP) transformation, brands can personalize the end-to-end user journey of customers and build lasting customer relationships. Sitecore, a world leader in the DXP space, helps brands create and deliver contextual and personalized content seamlessly

How to get started with sitecore experience optimization for achieving your cx goals in 2021

Sitecore’s Experience platform capabilities with its marketing automation and experience optimization tools will act as a game changer for brands as they will have a crystal-clear view of their content creation stages right from inception to execution to delivery, for driving higher conversions and customer engagement.

Conversational ai the key differentiator to offer exceptional cx in coming times

The tech-savvy customers of today expect their issues to be resolved with a tap of a button. As a response to this rising need of the customers, most enterprises are turning towards chatbots and deploying conversational AI to address the queries of the customers. Such self- service customer portals improve customer experience and service efficiency

Tips to optimize your customer experience at scale in 2021 and beyond

Businesses world over have adopted a digital-first approach, not just by deploying the state-of-the-art tools and technologies to optimize business functions but also delivering omni-channel experiences for garnering a higher customer lifetime value.

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

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.

MORE FROM OUR BLOGS

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

End-to-end Digital Content Management for enhancing customer experience and enabling intuitive purchases

Espire implemented a central CMS for all regions for efficient content management, Error-free Digital Content Management on 33 country - specific websites, Designed an interactive-feature with impactful UX to enable customers to easily find, select and buy the required products from any device, anywhere

Supporting & Building Digital Solutions for Improving Customer Experience

Espire upgraded their existing corporate website to Sitecore version 9.1 for streamlining navigation issues, upgraded their E-commerce platform for delivering personalized customer experiences, deployed Sitecore technical enhancements to improve development process like refactoring, Unicorn, Glass mapper and T4templates, Search etc

Improved CX & Student Engagement for a Leading Australian University

A leading Public University with seven campuses across Australia.This Australian University is ranked in the top two percent of universities worldwide by the Times Higher Education World University Rankings 2020 & is the number one Catholic university in the Asia-Pacific region.

Insurance claims management system top 5 ways to maximize business growth

Insurance companies have been struggling with disparate systems and outdated claims processes for decades. Leveraging claims management software can help brands in the insurance industry automate manual processes and optimize workflows, while improving staff efficiency and reducing operational costs

Top 5 reasons how sitecore experience edge enhances content delivery and digital experiences

Sitecore Experience Edge is a revolutionary SaaS-based platform with headless content delivery capability, which will help brands drive engaging digital experiences and maximize revenue growth. Aimed at improving content delivery across touchpoints, Sitecore Experience Edge does not add any architectural complexity, maximizing both marketing and IT efficiencies

Mitigating the problem of unallocated cash in insurance industry with digital transformation

Businesses in the insurance sector need to deploy agile technology solutions to reinvent complex operational processes and adopt an aggressive strategy for the efficient management of unallocated cash, to strengthen their credit position and build lasting customer relationships

How sitecore dxp platform can help banking and financial sector to drive future ready digital

As more and more brands in the banking and financial sector are adopting a ‘phygital’ operating model, it has become imperative for them to get a 360-degree view of their customer behavior across touchpoints to drive contextual communications catering to their dynamic needs. In this blog, we discuss how the Sitecore DXP Platform is helping brands in the BFSI sector drive personalized digital experiences across touchpoints to bolster growth.

Composable dxp your 5point guide to build future ready digital experiences

The need for driving connected customer experiences has compelled brands to adopt digital experience platforms (DXP), for end-to-end management and delivery of contextual communications to the customers. Composable DXP allows brands to accelerate their digital transformation initiatives by building capabilities that are best suited to their digital needs, providing them the agility to experiment and deliver total digital experience - at scale.

Subscribe To Our Blog

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