According to Gartner, the COVID-19 pandemic has elevated the importance of digital experience for customers and employees. Consumers today buy more into experiences, memories and emotions rather than merely products and services. If enterprises have to succeed in the digital experience economy, they need to interconnect Customer Experience with the concurrent enhancement of Employee Experience, User Experience and Multi Experience.
Gartner estimates that "through 2024, organizations with an established multi-experience strategy will outperform competitors in customer experience and employee experience satisfaction metrics.”
We believe that this report underlines the need for enterprises to adopt a comprehensive digital experience strategy, one that interconnects CX, EX, UX and MX. It not only provides enterprises the tools to attain DX maturity in terms of resources, technologies and best practices but also provides a roadmap for continuous improvement of their enterprise DX strategy.
Gartner, Success in the Digital Experience Economy Requires Connecting MX, UX, CX and EX, 26 May 2020, Jason Wong, Gavin Tay, Michael Chiu, Brent Stewart