Successful organizations know you cannot separate customer and employee experience strategies into silos. More organizations across industry sectors, including retail, embrace total experience (TX) to provide a more integrated approach internally and externally. Total experience is a strategy that creates superior shared experiences by weaving together the 4 disciplines i.e the multi experience (MX), customer experience (CX), employee experience (EX) and user experience (UX). IT plays a core role in TX success, as it is about how to use technology and interactions to enhance, empower, and embolden both customers and employees. By 2024, organizations providing a total experience will outperform competitors by 25% in satisfaction metrics for both CX and EX. In this complimentary webinar, Gartner experts share the transformative potential of going “all in'' on TX, the value it brings, and IT’s role in enabling this. Drawing inspiration from real-world case studies for retail executives, join us to understand how TX is already working for large American retail companies.
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Distinguished VP Analyst