The Merits of the Total Experience Formula™ for Contact Centers in 2024

How the Total Experience Formula enables contact centers to achieve better results than legacy CX program designs.

Independent research shows a staggering 57% of customers feel that customer experiences have worsened and the American Consumer Satisfaction Index (ACSI) indicates that customer satisfaction scores took a sharp decline in 2022, and have not recovered as of the writing of this paper.

This paper will examine the need for and benefits of a more comprehensive approach, one that orchestrates all the touchpoints that influence the customer experience, including employee policies and user experiences within and across channels.

Topics covered include:

  • Identifying CX blind spots with Multichannel strategies
  • Impact of Employee Experience on CX
  • How to get started with Total Experience