Total Experience
The term Total Experience (abbreviation TX) describes all aspects of the impressions and experiences of all users in the context of an organization. In particular, this includes the previously separate disciplines of customer experience (CX), employee experience (EX), user experience (UX) and multi-experience (MX).[1] [2]
TX has been identified as an important trend for 2021 by analysts Gartner[3] and KPMG,[4] among others.
TX recognizes that customer experience, employee experience, digital experience, and user experience are intertwined and influence each other.
In a Total Experience Platform (TXM Platform), the customer experience or employee experience is not limited to a single interaction or channel but extends across the entire customer journey. Users can engage with an organization, whether it's through a website, desktop, mobile app, social media, in-person interactions, or other channels. By considering the entirety of the customer journey, organizations can ensure a superior, engaged multiexperience with TX Platforms.
See also[edit]
References[edit]
- ↑ heise online (19 October 2021). "Irgendwas mit KI und Cloud: Gartners zwölf wichtigste IT-Trends" (in Deutsch).
- ↑ "Multiexperience Development Platforms (MXDP)". Retrieved 2023-01-16.
- ↑ "Gartner Identifies the Top Strategic Technology Trends for 2022".
- ↑ Werner Girth,Stephanie Ogulin-Weinlich (2021-08-05). "Das Zeitalter der Total Experience - KPMG Austria" (in Deutsch).
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