According to a PwC study, nearly 75% of customers consider their experience with a brand a decisive factor in their purchasing decision. Similarly, as reported by TNC, just as many customers say they would stop buying from a company after a bad experience. An IBM study further highlights that companies now prioritize Customer Experience over price and product. However, a gap remains: more than half of customers believe that the experience offered by most companies needs improvement.
When the focus on experience is lacking, the business suffers: customers become dissatisfied, revenues decline, costs increase, and the brand image deteriorates. The solution? A holistic Total Experience approach.
The Total Experience – Four Pillars for Unique Experiences
The Total Experience approach ensures seamless interactions across all touchpoints, integrating the digital experience of all stakeholders—perfect for interdisciplinary collaboration throughout the entire customer journey. The Total Experience is built on four pillars: Customer Experience, Multi Experience, User Experience, and Employee Experience. This comprehensive approach addresses the needs of customers, users, and employees alike.
Customer Experience focuses on positive customer interactions. The goal is to create experiences that meet or exceed expectations, increase customer satisfaction, and foster loyalty.
Multi Experience describes a seamless, cross-channel experience—whether on a website, app, or other platforms. This multidimensional customer journey ensures smooth interactions across devices and touchpoints.
User Experience designs a user journey tailored to specific needs. It supports targeted interactions and enhances the adoption of digital products.
Employee Experience puts employees at the center, creating a work environment that fosters satisfaction and motivation. A positive mindset directly translates to excellent customer service.
diva-e Contribution at the Digital Bash Customer Experience on October 24, 2024
Our UX experts Norma Brüggemann and Katja Schumann will demonstrate at the Digital Bash on Customer Experience how the four pillars of Total Experience are implemented at diva-e in practice. Using exciting customer examples from companies like Bentley, Carl Zeiss, and Versandhaus Walz, they provide exclusive insights.
About Norma Brüggemann
Norma leads the User Experience and User Interface department at diva-e as a manager. She combines expertise in user-centered design with business aspects, team building, and project planning. In her role, she is responsible for creating a work environment where all team members collaborate seamlessly and synergistically. With a background in industrial design, Norma learned early on how to think creatively within tight constraints. Accessibility is a particular focus of hers, aiming to make digital experiences accessible to everyone. Since joining diva-e in 2021, she has actively supported the individual development of her team members and their strengths.
About Katja Schumann
Since 2022, Katja Schumann has been bringing her passion for user experience and extensive experience in customer projects to diva-e. With dedication and an eye for detail, she designs and optimizes interfaces and the processes behind them. She is particularly enthusiastic about leveraging artificial intelligence to develop cutting-edge Total Experience solutions. Working closely with interdisciplinary teams, Katja ensures that innovative ideas are turned into practical applications. Her special strength lies in conducting workshops that unite teams and deliver groundbreaking results.
Would you like to optimize your user experience and connect with our diva-e experts?
About Digital Bash
With over 70 events annually, all of which are free to attend, the Digital Bash is the largest web event series in the digital industry in the German-speaking region. Like our blog format edge, it is aimed at everyone working in the digital field: decision-makers and executives, software developers, marketing specialists, and e-commerce experts.
Lukas Bocher
