Pawan Vadapalli is corporate vice president and global head, digital business services of HCLTech. Read Pawan Vadapalli's full executive profile here.
The customer always comes first. But that's not the only important factor in running a successful business. Businesses must reconsider how they prioritize experience and adopt a systematic approach to managing experiences by recognizing the interconnectivity of all stakeholder interactions across channels, leading to better outcomes, growth, and market competitiveness.
The MX approach aims to deliver seamless and consistent customer experiences across different channels and devices, whether that’s through chatbots, AR devices or game consoles. Good MX lets users transition between these mediums and devices without disruption. Finally, EX is all about building a positive work environment and growth opportunities for employees. A positive EX enhances job satisfaction and productivity and reduces turnover.
From the top down, executive leadership should communicate this vision to teams while funding cross-functional initiatives aligned with high-impact value streams. At the same time, they should institute tactical roadmaps aimed at upskilling staff and enable cross-functional team collaboration—creating a cohesive experience that evolves with shifting customer needs.
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