Stand out with “total experience” with CRN

Back in November, we had the pleasure of sponsoring the CRN On conference for the fifth consecutive year. This year’s theme was the ‘total experience’, something that our team at Agilitas have been pioneering over the past few months. Defined as an organisation’s ability to break silos and treat all experiences as interconnected, the total experience brings together diverse groups and teams, who may have previously worked in siloes, to collaborate, share knowledge and operate in a coordinated manner.

A total experience strategy can improve employee and customer confidence, satisfaction, loyalty, and advocacy over time. When implemented successfully, it also demonstrates and communicates a company’s core values and value proposition across all touchpoints.

To explore this concept further, CRN surveyed 121 IT leaders from a range of industries to understand their goals and challenges when it comes to their Channel partners and total experience. When looking at their biggest priorities, respondents stated that embracing innovation and transformation, customer experience and recruiting and retaining necessary talent were the most important. This highlights that many businesses recognise the opportunity to establish a total experience now and in the future.

Delving deeper, CRN asked respondents if they had yet implemented a total experience strategy, and only 13% answered “yes”, with 60% having not yet implemented a total experience and the rest unsure. This indicates that there are significant opportunities for Channel leaders to explore how this strategy will have a positive impact on all stakeholders. For those that had implemented a total experience strategy, 51% reported a broadly positive impact on their organisation. Examples include: improving internal systems, better customer journeys, investing in CRM tools and appointment of assigned product managers.