Are you ready for the Total Experience? Customer experience, employee experience and end-user experience make up a new hybrid concept known as TX. Technology Magazine explores this concept. WRITTEN BY: ALEX TUCK
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February 2022
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ong existing as separate roles, customer experience, employee experience and end-user experience are now being compounded into one role: Total Experience (TX). There’s been some great examples of TX in B2C with items like the MagicBand+, introduced by the Walt Disney World Resort, where guests can enjoy a hands-free experience; unlocking extra features in the parks, ordering food and merchandise, photos and booking and entering hotels. Benedict Ireland, Chief Experience Officer (CXO) at UNLIMITED, a fully integrated agency group, says: “It's a funny term, isn't it [TX]? It’s like atomic design. Something we've been doing for years, but it just didn't have a name.” The ability to align the business' view of how they use each of the channels in a consistent way for a customer is really where the value sits, according to Ireland. “Businesses can align their brand values across all touch points. It’s inconsistent to enter a slick high street store, be greeted by someone trained to speak in a certain