Total Experience: Digital Transformation Strategy for Global Businesses

The Total Experience strategy has emerged as a key trend for businesses to drive better digital experiences for users, customers and employees while improving business growth. While business leaders are frequently talking about it, only a few of them know how to leverage their technology suite to drive total experience for their businesses.

What is Total Experience?

Gartner defines Total Experience as the sum of customer experience (CX), employee experience (EX), user experience (UX), multi-experience (MX) and business experience (BX). All these factors, when put together, help businesses unlock unfathomable growth and scalability.

By 2026, 60% of large enterprises will use total experience to transform their business models to achieve world-class customer and employee advocacy levels, states Gartner.

In this blog, we will share the top benefits of leveraging a Total Experience solution for businesses across industries to achieve true digital transformation.

1. Healthcare Service Providers

The healthcare industry is plagued by the siloed approach- with different departments working individually, with heaps of patient data created manually, and files after files of paperwork taking up space. The healthcare industry can leverage total experience solutions to unify communication between departments and make data accessible to everyone within the organization, thereby improving employee experience and driving positive patient experience.

Our latest success story showcases how we assisted a leading healthcare company improve employee engagement and collaboration by streamlining data sharing and management between various departments with an agile SharePoint-based solution to improve both patient and employee experiences. Read more!

2. Businesses in the Insurance Sector

According to Gartner, by 2024, organizations providing total experience will outperform competitors by 25% in satisfaction metrics for both CX and EX.

With the burgeoning growth of insurtech startups, insurance companies are at the verge of losing customers due to a single bad customer experience. Customers demand personalized insurance products that are tailored to their diverse needs, they expect regular communications from their insurance companies and excellent customer service.

Personalized customer experience is the key to acquiring new customers while retaining the existing ones. With a Total Experience approach, businesses in the insurance sector can deliver contextual customer communications and deliver impeccable customer experience across multiple touchpoints, streamline their user experience with the help of interactive bots and engaging UI/UX website designs, while empowering their employees with agile digital workplace solutions for seamless data accessibility and eradicating the dependence on manual efforts for driving greater business experience.

This case study showcases how Espire helped a leading motorcycle and travel insurance company improve customer experience across all channels with personalization and customer journey mapping. Know more!

3. Higher Education Institutions

Only 25% of education institutions are on or about to embark on their digital transformation journey, states IDC.

Higher education institutions must leverage agile technology solutions to deliver exceptional student experiences, improving employee experience and productivity while streamlining business experience to achieve total experience.

By designing online learning and assessment platforms, education institutions can provide curriculums and reference documents, counselling services, details on campus engagement and extra-curricular activities on one single platform, thereby improving student experience. Higher education institutions can leverage digital workplace solutions to foster employee collaboration, improving data accessibility and breaking communication silos. DWP solutions can not only help in improving employee productivity and communication, but it also elevates employee experience. With self-service portals and chatbots, the higher education sector can reduce customer service tickets, automate student enrolment data management processes to improve business experience. By tying together student, employee and business experiences, businesses in the higher education sector can drive operational and cost efficiencies with Total experience solutions.

Driving a holistic TX Culture for businesses

Businesses fail to deliver exceptional digital experiences due to siloed communications and solutions, it is only by adopting total experience as a process- businesses can successfully break-down inter-departmental differences and promote collaboration to deliver great CX, EX, MX,UX and BX. Read more!

As a digital transformation leader, Espire is helping businesses across industries unlock their growth potential by deploying Total Experience. To know more about our services, visit https:// www.espire.com/ or reach out to us at marketing@espire.com

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