[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/06\/what-is-holistic-cx-in-customer-experience\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/06\/what-is-holistic-cx-in-customer-experience\/","headline":"Why holistic CX is the new watchword in customer experience","name":"Why holistic CX is the new watchword in customer experience","description":"Holistic CX is critical to any customer experience strategy. It means viewing your organization as the customer does, as one entity, not various departments.","datePublished":"2019-11-06","dateModified":"2021-11-08","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/kayla-christianson\/#Person","name":"Kayla Christianson","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/kayla-christianson\/","identifier":384,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/7e8adf9447cedd92317b76e6cf0dd91957cd4f83586e13eaea55882bc4a4b4fe?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/7e8adf9447cedd92317b76e6cf0dd91957cd4f83586e13eaea55882bc4a4b4fe?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/10\/thumbnail-66023c7015e74abef105848bde3d9741.jpeg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/10\/thumbnail-66023c7015e74abef105848bde3d9741.jpeg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/06\/what-is-holistic-cx-in-customer-experience\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/intelligent-enterprise\/","name":"Intelligent Enterprise","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Intelligent_enterprise","http:\/\/www.wikidata.org\/entity\/Q6044119"]}],"wordCount":776,"keywords":["Customer Experience | CX","SAP"],"articleBody":"When you hear the word \u201cholistic,\u201d what do you think of? For a lot of people, holistic medicine pops into mind. For me, it\u2019s the Douglas Adams novel, Dirk Gently\u2019s Holistic Detective Agency.Chances are, customer experience isn\u2019t your first thought. But more and more companies are talking about holistic CX as the path to business success. So, what is holistic CX? And more importantly, why should you care?      How customer data drives new retail success                A couple of years ago, people were mourning the death of retail. Today, it's alive and well. Learn how How customer data drives new retail success.      Why holistic CX is more than just a buzzwordThinking of customer experience as a holistic endeavor isn\u2019t new, and it certainly isn\u2019t the only trending buzzword. In a world where customer experience is everything, companies are having to see business from the customer\u2019s point of view and adapt their strategy accordingly.And customers don\u2019t see business in terms of individual teams or departments or campaigns \u2013 they see a single \u2013 and yes, holistic \u2013 brand.So it tracks that in order to deliver experiences that customers want, companies need to look at the whole experience, and how all the moving pieces work together.In Dirk Gently, the main character defines \u201cholistic\u201d as the \u201cinter-connectivity of all things.\u201d It\u2019s about looking at the bigger picture and understanding how it all fits together.\u201cI see the solution to each problem as being detectable in the pattern and web of the whole. The connections between causes and effects are often more subtle and complex than we with our rough and ready understanding of the physical world might naturally suppose.\u201d\u2013 Douglas Adams, Dirk Gently\u2019s Holistic Detective AgencyIn CX, success is about seeing the forest and the trees. You need to optimize each piece of the whole (be it your commerce, customer service, or retail experience, your front-end or back-end processes), and how they work together.You cannot upgrade your internal platform without also looking at how you can improve your external processes, and still expect customers to stick around.      Customer centricity explained: Why CX matters in the data-driven era                Customer centricity is the act of putting your customers at the heart of everything an organization does. To be customer-centric, brands should consider a customer data platform - here\u2019s why.      How to take a more holistic approach to CXOf course, understanding why the most effective CX requires a holistic approach is much easier than actually implementing it. In today\u2019s competitive landscape, it can be easy to lose sight of long-term goals in an effort to drive more immediate results. And shifting your customer experience strategy from tactical to holistic is a much more long-term investment.But studies show that, if done right, it\u2019s an investment that will pay off:Customers will pay up to 16% more for products and services with great CX63% of consumers say they\u2019d share more information with a company that offers a great experienceAnd this does not just impact B2C brands. 66% of B2B customers have cut ties with a company due to poor customer experience.Accept that there\u2019s no single \u201ccustomer journey\u201dWith infinite combinations of channels, touchpoints, and interactions, it\u2019s impossible to map out one single customer journey that can drive your customer experience. Instead of optimizing one linear journey, think about each element (in-store, social, e-commerce, field service, etc.) and determine what it would take to wow customers whenever they engage.Start from the inside outThe first step towards unifying your entire brand experience for your customer is to break down the internal company silos that lead to those disconnects. Enable your various department to work together, rather than competing with each other, by establishing internal processes designed to increase transparency and collaboration.Build that coveted customer profileThis is where that collaborative internal system is key. When you can start building the single, comprehensive customer profile we keep hearing about, and every department has access to the most up-to-date and accurate customer information, it is much easier to deliver personalized customer experiences and eliminate the need for customers to explain their interaction history every time they engage with your brand.The best thing about integrating your customer experience strategy is being able to give your customers true moments of joy, whether it\u2019s from a surprisingly easy customer service interaction, the perfect product recommendation, or simply saving them valuable minutes in their day.  Modern business, meet revenue:\u2013 End-to-end connected data\u2013 Engage quickly with a great CX\u2013 Sell anytime, anywhereGet going TODAY."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2019","item":"https:\/\/www.the-future-of-commerce.com\/2019\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"11","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/11\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/11\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Why holistic CX is the new watchword in customer experience","item":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/06\/what-is-holistic-cx-in-customer-experience\/#breadcrumbitem"}]}]