Most organizations today struggle to create a seamless, unified digital customer experience. Often, this is due to different departments within the organization being responsible for distinct pieces of the CX puzzle. Without insight into other teams’ objectives and goals, the result is siloed and disconnected experiences.
To support unified digital customer experiences, organizations must create a composable UX that’s specific to the personas, roles, and stages in the relationship that users have with the business. According to Gartner, by linking the four pillars of total experience – customer experience, user experience, employee experience, and multiexperience – businesses can effectively craft a unified digital experience.
Gartner, Drive Seamless Digital Customer Experiences With Composable UX, 26 October 2021, By Irina Guseva Et Al.
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