With remote and hybrid work as the new normal, TX can position companies to cater to and improve all human interactions related to their businesses. TX can break down the walls between segments and create an all-encompassing and engaging experience for staff, customers, and others.5
From focusing on customer-based interaction, businesses are encouraged and trained to reframe how they can advance toward a more integrated process that can benefit everybody.
With the TX approach, this is how the customer, employee, user, and multi-experience can be best understood:
● Customer experience (CX). A business should prioritise the customer experience in the course of catering to their needs. Therefore, owners, partners (if any), and employees must take a closer look at everything that has to do with shaping their perception, participation, and other possible related behaviour or emotions.
According to Avaya, “customer experience goes beyond just employees in the contact centre. All employees in the organisation have a role to play in providing an exceptional customer experience. The very essence of superior CX is doing the right things for customers and employees at every opportunity.”6
● Employee experience (EX). Like CX, EX looks at employees’ perception, participation, and other relevant behaviour or emotions. This is important for any business to predict what kinds of training, equipment, or other resources might be needed to empower employees in providing efficient service to customers.
● User experience (UX). UX pertains to the experience of anybody using or availing the products, services, or resources of a company. Studying this also adds to assessing and predicting behaviours, habits, and feelings that can benefit a business.
● Multi-experience (MX). With MX, customers, employees, and other users can explore other options in terms of developing a better experience with a brand or company. “The focus is not just on business-owned channels, but also on customer-preferred touchpoints and modalities like texting and chatting. When done right, this leads to more engaging, meaningful customer interactions.”7