HCLTech announced the release of its report, ‘The Blueprint to Total Experience’, which explores the growing significance of Total Experience (TX), a strategic approach that designs and delivers exceptional, holistic, and integrated experiences for customers, employees, and users across multiple channels.
The report revealed that 67% of Experience Leaders deploy GenAI solutions to attain real-time insights from knowledge databases, and 65% use GenAI to extract insights from unstructured data.
64% of these Leaders offer personalized assistance via chatbots and other tools, and 61% leverage GenAI predictive capabilities to tailor content, services, and products used by target audiences and employees.
Jill Kouri, Chief Marketing Officer at HCLTech, said, “Historically, companies have focused on the four components of experience, user experience (UX), customer experience (CX), and multi-experience (MX) and employee experience (EX) — in silos, The Total Experience philosophy combines these elements under one umbrella, enabling complementary outcomes including a more engaged and productive workforce and the attraction and retention of top talent.”
The main findings of The Blueprint to Total Experience are..
- 16% of companies categorized as ‘Experience Leaders’ — those excelling at delivering integrated experiences — reported a significantly higher return on investment (ROI) compared to their less-focused counterparts.
- 8 out of 10 Experience Leaders leverage GenAI, Cloud and SaaS technologies to obtain real-time insights data, customize interactions and automate processes, thereby enhancing efficiency and effectiveness.
- A design-led culture, a product-aligned operating model and access to the right technology resources are crucial for successful Total Experience initiatives.
“Achieving total experience is not just a goal but a pivotal strategy for thriving in the next era of business evolution. It enables organizations to transform their entire value chains by integrating technological advancements, fostering cultural transformation, organizational restructuring and operational efficiencies to meet evolving market needs and expectations,” said Pawan Vadapalli, Corporate Vice President and Global Head, Digital Business Services, HCLTech. “The companies that are excelling are those that are unlocking the potential of data with GenAI to create personalized and intuitive experiences.”
Experience Leaders who have achieved significant advancements in all facets of experience are more effective generating ROI. They have reported a 64% ROI on customer experience and have achieved an impressive 57% ROI on their overall experience investments.
The study surveyed more than 600 global senior executives in business and technology, representing companies with an average revenue of $10.8 billion. For read more details about ‘The Blueprint to Total Experience‘
Also Read: Building Emotionally Intelligent Voicebots: The Next Frontier in AI Interaction
