Customer and employee experiences (CX and EX) are the talk of the town at businesses of all sizes around the globe. The buzz is often justified because true employee- and customer-centric experiences can transform any business.
However, these crucial concepts are just buzzwords without a focus on outcomes. So how do organizations embrace these strategies, and what kind of difference can they make?
That’s where a Total Experience (TX) platform comes in. HCLSoftware has enhanced, integrated, and combined its No-code and multi-experience Low-code platforms with the CMS and DAM capabilities of its DXP to bring together content, apps, and processes for better omnichannel outcomes.
Here’s why it matters: Existing omnichannel solutions are failing. For example, online retailing relies on a closed loop of content, commerce, and marketing for profit. But in other industries, success in digitizing products or services is measured by service adoption, engagement, and outcomes across a project’s lifecycle. This could mean improving internal processes, repairing services, or building lasting relationships, like those between government departments and their communities.
Creating Total Experiences
Gartner reports that 64% of customer-facing employees say unnecessary effort and too many silos prevent them from delivering a high-quality customer (or employee, or citizen, etc.) experience.
There’s a closely related concept, too. ‘Total experience,’ or TX, has been described by Gartner as “the ability to break down silos and deliver interconnected rather than disparate experiences.”
Gartner also predicts that by 2024, organizations adept at delivering a TX strategy will outperform competitors by 25% in satisfaction metrics. HCL Total Experience provides a cost-effective and fast way to integrate your CX and EX for better customer satisfaction. Here’s how:
- Consistency across all channels: Ensuring seamless experiences for customers, partners and employees, all easily accessible through intuitive self-service options.
- Experiences that understand You: Tailoring interactions uniquely to support desired outcomes, leveraging , predictive analytics for personalized customer journey.
- Empower everyone, safely: Enabling business users with IT support and governance to achieve impactful outcomes within critical business timelines.
Let’s take a look at an illustrative example.
Imagine an insurance company that has defined a clear business goal and outcome statement, such as “reduce the time and effort needed for our customers to submit and settle claims and related actions.” Leveraging HCLSoftware’s TX platform, they’ve put together a polished, user-friendly front-end portal powered by backend integrations and workflows that achieves the following:
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Efficiency and task completion: The HCL TX dramatically boosts efficiency by providing users with a focused stream of specific tasks and outcomes.
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Streamlined processes across devices: While the company’s backend processes likely involve multiple software suites, the HCL TX cuts through the software and information silos to deliver that same simplified workstream anywhere, on any device customers or employees choose.
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Increased loyalty: The portal buildout was “design-led,” with the intent of resolving issues quickly and efficiently, thereby minimizing customer effort and boosting loyalty.
The HCL TX delivers all of this while also ensuring front-end consistency in UX design, functionality and branding. It also offers alternatives to call centre queues, such as efficient chatbots and texting.
Thank you for reading our first entry in a series on HCL’s Total Experience strategy. Stay tuned for more insights into its capabilities and the possibilities it presents to organizations worldwide across industries.