3 simple steps to kickstart your Total Experience strategy in 2021

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Whether you are a large corporate or a small business, total experience will need to be a priority in your business. However, coming out of 2020, you might have reallocated your budget and resources to support your company. You’re not alone in this, which is why we’re giving you three steps to kick start your total experience strategy in 2021. 

Let’s get started. 

1. Map Your Customer Journeys

Most companies have a way of mapping journeys, but the key to total experience is consolidating all these journeys. Do an internal audit of all the applications and strategies you are currently using. Identify the different metrics and KPIs you measure for the channels. View these journeys in a critical light, identify the time you are taking to wrap up customer touchpoints and where the problem areas are. Identify which path creates the least resistance for a customer. 

Once you map out that ideal journey, you need to consolidate your data. If your applications are not supporting a total experience for the customer – which means you support the customer through every touchpoint in your business – then you should identify solutions that could help your business goals and your budget. 

Explore the Smartz Communications cloud-based applications offer a competitive, best-in-class, end-to-end CX platform here: https://smartz-solutions.com/smartz-communication/ 

2. Map Your Employee Journeys

For some companies, the employee experience was something to be explored, but not a priority, but since the pandemic started, it has become more prevalent than ever before. Remote working has shown companies how vital a well managed, happy workforce is, and the ripple effects of a mismanagement of their experiences. Map the complete journey an employee takes when they start at your business. 

What is your onboarding process like? Is there enough support structures and do the current support structures offer value to your teams? Is there sufficient communication within departments? Do your employees know where they sit in the business and what they add to the organizations? These are some of the questions that can help determine the data you should focus on when mapping the employee journey. 

Increase engagement, understand trends, empower your team, get accurate feedback, and retain top talent through a cloud-based, single-sign-on platform seamlessly built around the employee experience. Get the insights you need to manage your A-team with Smartz Human Asset Management: https://smartz-solutions.com/smartz-human-asset-management/  

3. Track, analyze and manage the CX & EX journey

The key to total experience is the consolidation of your employee and customer experience. How does anyone interact with your business? Get an overview of both your journeys and make intersections between customers and employees. Start tracking changes in employee experience and how your CX indicators respond. 

If you are working with silos, try to unify as far as you can, and if you are looking to stay competitive, you should explore the industry-leading customization the Smartz Solution Suite can offer you: https://smartz-solutions.com/

About Smartz Solutions 

Smartz Solutions specializes in managing customer and employee experiences through our enabling technology. Our success is based on technological foresight and strong business knowledge, enabling us to develop integrated solutions that meet your business needs.

Our power lies in turning insights into strategies and giving you the power to make effective business decisions. Based on a wealth of knowledge covering multiple industries, we have developed a suite of products that include the entire customer engagement journey offering best-in-class, world-class applications in a single end-to-end CX and EX platform.


In Gartner’s 2021 Technology Trend report they predict that over the next three years, businesses that prioritise a total experience strategy will outperform their competitors in the critical satisfaction metrics. What do you need to know about Total Experience? Read more here: https://smartz-solutions.com/what-you-need-to-know-about-total-experience/


With the maturing of privacy compliance and more widespread regulations, both small and large businesses will have to protect data in use. Read more about Privacy-Enhancing Computation here:https://smartz-solutions.com/what-is-privacy-enhancing-computation/