The Total Experience Strategy for Better Retail Digital Interactions

Discussion Topics:

• How retail IT executives can address the CEOs’ priorities for growth, technology investments, and the workforce
• Understand the strategy behind total experience and the benefits it possesses for retail organizations
• Use real-world consumer-facing retail examples to envision your organization’s total experience-based business outcomes

Customer and employee experience strategies in business and IT silos never truly work. In fact, it is one of the biggest mistakes that Gartner sees organizations make. The best technology interface cannot overcome a bad interaction with a frustrated employee, and before we jump all over the poor employee, we must determine why there was a bad interaction in the first place. It might be due to a gap that could not be bridged, an exception that could not be made, or a unique issue that required additional thought and action. The result is a lot of investment and some payoff, but not as great as it could be by going “all in” on an interlinked total experience.

Spanning across industry sectors, including retail, total experience (TX) is a strategy that creates superior shared experiences by weaving together the multiexperience (MX), customer experience (CX), employee experience (EX) and user experience (UX) disciplines. It’s about how to use technology and interactions to enhance, empower, and embolden both customers and employees. By 2024, organizations providing a TX will outperform competitors by 25% in satisfaction metrics for both CX and EX. So, what role does IT play in this experience for retail organizations?

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.