Gartner(R)Top Strategic Technology Trends for 2021: Total Experience

Prediction? “By 2024, organizations providing a Total Experience will outperform competitors by 25 percent in satisfaction metrics for both customer and employee experience.”

Total Experience (TX) combines multi-experience, customer experience, employee experience, and user experience to transform a business outcome.

Utilizing this approach:

  • Provides organizations with tools for creating joint services to optimize how customers interact with the organization
  • Enables organizations to capitalize on Covid-19 disruptors including remote work, mobile, virtual, and distributed customers

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* Gartner Top Strategic Technology Trends for 2021: Total Experience, Jason Wong, Michael Chiu, Michelle Duerst, Don Scheibenreif, Brent Stewart, Saul Brand, 28 December 2020.

* GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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