{"id":45018,"date":"2020-11-06T00:21:51","date_gmt":"2020-11-06T08:21:51","guid":{"rendered":"\/us\/en\/blog\/?p=45018"},"modified":"2024-07-28T19:05:58","modified_gmt":"2024-07-29T02:05:58","slug":"total-experience-why-tx-is-the-new-tech-buzzword-you-need-to-know","status":"publish","type":"post","link":"\/us\/en\/blog\/total-experience-why-tx-is-the-new-tech-buzzword-you-need-to-know\/","title":{"rendered":"Total experience: Why TX is the new tech buzzword you need to know"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u2018Tis the season. While there\u2019s much about 2020 that doesn\u2019t look anything like a normal year, some things are rolling in right on schedule\u2014and these include strategic planning and expert tech trend predictions for 2021.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Gartner\u2019s bets are always among the most hotly anticipated, and while this year\u2019s release took on a new format\u2014virtually, of course\u2014their list of predictions contains a new concept that should make tech companies sit up and take notice: <\/span><strong><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2020-10-19-gartner-identifies-the-top-strategic-technology-trends-for-2021\" target=\"_blank\" rel=\"noopener noreferrer\">TX or total experience<\/a><\/strong><span style=\"font-weight: 400;\">.<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc69\u200d\ud83d\udcbb How are other high-tech companies driving and thriving with remote collaboration? Get our eBook to find out.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\" https:\/\/netstorage.ringcentral.com\/ebook\/collaborative_communications_for_high_tech.pdf\" data-id=\"69d0b785ecf41\" id=\"69d0b785ecf41\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d0b785ecf41.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Read it now<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \ud83d\udc40  Learn how innovative leaders are adopting long-term collaborative communications stacks that rock.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-01736\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get the eBook\">Get the eBook<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d0b785ecf41.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">The tough competition in tech\u2014both to attract top talent and win customers\u2014has long made both the employee experience and <\/span><a href=\"https:\/\/view.highspot.com\/viewer\/5fa04d64a4dfa01299fa1a75?iid=5ef2914b628ba21ef02f8889&amp;source=email.5fa04d64a4dfa01299fa1a76.0\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\"> major priorities within the sector. But the two concepts have also traditionally been treated as separate objectives. According to Gartner\u2019s predictions, organizations that shift to a more holistic approach will outperform competitors on key metrics for years to come.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;The challenge is that in most organizations, those different disciplines are siloed. So what we&#8217;re saying is that if you can bring together customer experience, employee experience, multi experience, and user experience, the common notarial effect \u2026 as a combination of strategies is harder to replicate than in a single strategy,\u201d said Brian Burke, vice president of research in a presentation at Gartner\u2019s annual <\/span><a href=\"https:\/\/www.gartner.com\/en\/conferences\/na\/symposium-us\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">IT Symposium\/Xpo<\/span><\/a><span style=\"font-weight: 400;\"> on October 19th. \u201cSo you can bring those things together. That&#8217;s where you&#8217;ll gain the competitive advantage that will be realized through those experience metrics.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3><b><a id=\"remote-virtual-distributed\"><\/a>Business is more remote, virtual, distributed<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">TX seeks to identify intersections of customer experience, employee experience, and user experience, helping organizations to deploy the most impactful solutions that will move the needle across the board. This is especially important heading into 2021 due to the changes and constraints inflicted on tech companies\u2014and the enterprise world at large\u2014over the last year by the COVID-19 pandemic.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Amid lockdowns and the need to work remotely, both internal and customer-facing operations have become more remote, virtual, and distributed than ever. But the shifts of 2020 only heighten trends that have been emerging within tech for some time: from giants like Amazon to established software and hardware companies to start-ups, <\/span><a href=\"https:\/\/venturebeat.com\/2019\/07\/06\/distributed-teams-are-helping-startups-scale-faster\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">distributed workforce models<\/span><\/a><span style=\"font-weight: 400;\"> have been both a geographical necessity and a tactic for scaling while containing costs. And with many companies within the high-tech world announcing that remote work is here to stay, the pressures of seamlessly meeting customer and employee needs and expectations while overcoming distance challenges aren\u2019t going anywhere.<\/span><\/p>\n<h3><b><a id=\"better\"><\/a>Unlocking better experience<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Creating a cohesive Total Experience is important because it reduces the drag, cost, and redundancy of serving both internal and external groups, unleashing improvements company-wide. But while unified strategies and workflows play into creating a Total Experience, the entire concept of TX hinges upon underlying technologies\u2014with unified communications tech at the forefront.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For both employees and customers, the right communication tools have always been key to delivering optimal experiences. Internally, communications solutions help to connect workers in different geographical locations so that they can collaborate and share information. Even teams that have traditionally worked in the same physical office have been forced to go remote this year, making such tools a must for business continuity in 2020. As just one example, video conferencing became a lifeline this year, with workers reporting that they use video meetings <\/span><a href=\"https:\/\/resources.owllabs.com\/state-of-remote-work\/2020\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">50% more than they did before the pandemic<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From the customer perspective, seamless multichannel communication has long been an important driver of satisfaction and loyalty. Customers want efficient, seamless interactions on the channel of their choice\u2014and they\u2019ll handsomely reward companies that deliver top-notch experiences (and punish the ones that don\u2019t). According to <\/span><a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">data from PwC<\/span><\/a><span style=\"font-weight: 400;\">, speed, convenience, and helpful, friendly service matter most, and customers are willing to pay more\u2014up to a 16% premium\u2014to businesses that can deliver. Meanwhile, one in three customers will seek out the competition after just one bad experience.<\/span><\/p>\n<h3><b><a id=\"UCaaS\"><\/a>Why Unified Communications as a Service (UCaaS) is key<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Communications are the backbone of both employee and customer experience. But for organizations focused on Total Experience, only the right communication tools will cut it. That\u2019s because standalone apps can increase fragmentation and erode efficiency\u2014major barriers to TX.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The number of business apps in use is growing across companies of all sizes; nearly 10% of organizations use more than <\/span><a href=\"https:\/\/www.wsj.com\/articles\/employees-are-accessing-more-and-more-business-apps-study-finds-11549580017\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">200 different apps<\/span><\/a><span style=\"font-weight: 400;\">. Even if each individual solution provides critical functionalities, this app bloat comes with consequences: 69% of workers say they waste an hour each day just <\/span><a href=\"https:\/\/netstorage.ringcentral.com\/documents\/live_in_your_apps.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">toggling between various tech solutions<\/span><\/a><span style=\"font-weight: 400;\">, and 56% say they find having to look for information within different apps to be disruptive to productivity. As far as TX is concerned, these numbers are disastrous.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/high-tech.jpg\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\"><\/span><b>UP NEXT: 3 challenges global tech companies face due to legacy phone systems\u2014and the fix<\/b><span style=\"font-weight: 400;\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1282304747\" 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9.60219Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/3-challenges-global-tech-companies-face-due-to-legacy-phone-systems-and-the-fix\/\" class=\"view-all view-all-white \" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1282304747\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1282304747\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b><a id=\"unified\"><\/a>Unified communications solutions deliver better experiences<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">But an all-in-one communications solution such as <a href=\"https:\/\/www.ringcentral.com\/high-tech\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a> delivers better employee and customer experiences, elevating TX. UCaaS allows employees to connect with ease via message, video, or phone\u2014with each other and with customers. Meanwhile, a robust suite of integrations improves the sharing of information (screen pops triggered by incoming calls that display a customer\u2019s <\/span><a href=\"https:\/\/www.ringcentral.com\/office\/features\/salesforce-integration\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">full interaction history<\/span><\/a><span style=\"font-weight: 400;\">!) and streamlines workflows (set up and deploy communication services to a <\/span><a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-okta\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">new employee<\/span><\/a><span style=\"font-weight: 400;\"> automatically!).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To better meet the needs and expectations of both employees and customers, it makes sense to focus on improvements that serve both groups at once. But without putting communications solutions at the forefront, TX will remain out of reach for most organizations.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u2018Tis the season. While there\u2019s much about 2020 that doesn\u2019t look anything like a normal year, some things are rolling in right on schedule\u2014and these include strategic planning and expert tech trend predictions for 2021. Gartner\u2019s bets are always among the most hotly anticipated, and while this year\u2019s release took on a new format\u2014virtually, of &#8230;<\/p>\n","protected":false},"author":29,"featured_media":45022,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18722],"tags":[743,2392,8764,25869],"class_list":["post-45018","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-startups","tag-customer-experience","tag-enterprise","tag-employee-experience","tag-total-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Total experience: Why TX is the new tech buzzword you need to know | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Boost your tech company\u2019s Total Experience (TX) with RingCentral&#039;s all-in-one communications solution. 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layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/verticals\/startups\/amp\">Startups<\/a>","amp_link":"\/us\/en\/blog\/total-experience-why-tx-is-the-new-tech-buzzword-you-need-to-know\/amp","excerpt_title":"Total experience: Why TX is the new tech buzzword you 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