Total Experience (TX)
Most organizations invest heavily in customer-facing strategy but underinvest in the operational infrastructure that delivers it. The result: customers don't get what they need, employees can't do their best work, and leadership can't diagnose why.
TX bridges that gap. We assess and design across three interconnected experience layers — Customer Experience (CX), Employee Experience (EX), and Multiexperience (MX) — identifying where service breaks down and what it takes to fix it. From contact center operating models and service catalogue redesign to multichannel journey mapping and AI-enabled service transformation, we deliver the roadmap that turns experience strategy into operational reality.
Why It Matters
Fragmented experience silently erodes trust and revenue. Consumers are experiencing, on average, the worst service quality in a decade — yet most organizations can't diagnose why. Companies that prioritize employee experience alongside CX report 1.8x higher revenue growth — yet EX remains an afterthought in most programs. The right CX vision means nothing when the operational infrastructure underneath it is broken.
Key Benefits
Customer satisfaction improves as friction is removed across every interaction channel — companies that prioritize CX see 41% faster revenue growth, 49% faster profit growth, and 51% better retention. Agent effectiveness increases when tools, knowledge, and processes are designed to support delivery — three out of four contact center leaders report agents are overwhelmed by too many systems, causing longer calls and weaker outcomes. AI-enabled automation reduces handle time by 9% and increases issue resolution by 14% per hour, freeing agent capacity for complex, high-value interactions. As redundant processes and handoff failures are eliminated, service delivery costs decrease — and leadership gains the visibility needed to understand where experience breaks down and what it costs the business.
Experience and Impact
Led EX/CX transformation for a state lottery with 1.4M+ annual visitors, conducting VoC surveys across 30+ agents to identify root causes and deliver a prioritized service improvement roadmap
Developed AI/ML use cases for contact center operations, projecting 25% efficiency improvement through automated call processing and documentation
Improved multichannel benefits delivery for a $194B federal agency through 30+ stakeholder interviews, journey mapping, and maturity assessments across phone and digital service channels
Modernized Enterprise Service Catalogue for a state government with 80K+ employees across 60+ agencies, consolidating ~1,000 fragmented services into a unified self-service digital portal
Designed equity-focused digital CX strategy for a federal weather agency, improving platform accessibility to ensure critical services reached historically underserved communities
Assessed contact center operations and MX gaps across regulated government environments, delivering prioritized transformation roadmaps covering knowledge systems, channel consistency, and service process redesign
What are your experience gaps?
We assess where customer, employee, and multi-experience break down and build the roadmap to close the gap. Together, we design service delivery models that work for the people receiving them and the teams delivering them.
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Identify where customers disengage, where experience breaks down, and which touchpoints to fix first.
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Identify where channel handoffs create friction and what it takes to deliver consistent experience across every touchpoint.
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Surface what makes delivery hard — fragmented knowledge, legacy systems, unclear workflows — and design for agent effectiveness.
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Redesign how services are structured, catalogued, and delivered so customers and internal teams can navigate them without friction.
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Diagnose the operational root causes behind poor CSAT, high handle times, and agent turnover.