The key drivers for most digital change initiatives are to improve customer experience and/or reduce operational costs.
Making it faster and easier for customers to connect with your company to get what they need. And making it faster and easier for your employees to deliver to customers what they need.
Gartner recently coined the phrase total experience (TX), to be a comprehensive strategy that encompasses experience from multiple dimensions, including both customers and employees.
Your digital change initiatives achieve better business outcomes when they are based on a total experience strategy, rather than a siloed approach.
In the latest blog post, I detail what to consider:
- Regardless of the initial driver, consider the impacts to multiple disciplines, including CX, UX and EX.
- Scope for digital enablement of your employees so they have what is required to work within the change.
- Measure and monitor the impacts of the change to both customers and employees.
>>>Read the blog post to learn more about each point!
A total experience strategy benefits both your customers and employees.
Helping your business to connect with customers better, from both an internal and external point of view.