The Total Experience Playbook

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Your Go-To Guide On Everything Total Experience

According to Gartner, by 2024, organizations providing Total Experience will outperform competitors by 25% in satisfaction metrics for both customer and employee experience. 

Our latest guide, The Total Experience Playbook, includes everything you need to start orchestrating a Total Experience for your customers.

What is Total Experience?

Total Experience bridges user, customer, and employee experience disciplines into one transformational experience that unifies every customer touchpoint, aligns the brand across every channel and platform, harmonizes business functions, and establishes complete trust within every possible journey.

Hear more in this video with Kate Kompelien, Director CX Solutions, Avtex.


This jam-packed guide will show you how to:

Assess Your Total State and Build a Framework

While many companies will attempt to achieve Total Experience, it’s unlikely that any will be successful without a deep understanding of the total state. That means understanding each aspect of the overarching experience as well as the enabling business, technology, and operational capabilities.

Build a Total Experience Transformation Model

We’ve designed the Total Experience Maturity Model as a framework for discussion and alignment for your organization as you approach Total Experience transformation and focus on delivering a truly exceptional experience for your customers, employees, and partners.

Design and Build a Total Experience Operating Model

By committing to a customer experience vision and strategy, the operating model must be assessed to define whether it supports the execution of that strategy. Consider whether the business capabilities, structure, incentives, processes, data assets, and investments support advancement of the Total Experience vision.


  • How to gain a deeper understanding of your customers through segmentation, persona building, and journey analytics
  • Tips for designing and orchestrating a total experience
  • Case studies from Total Customer Experience champions
  • And more!


About The Contributing Authors 

Larry Mead

Kate Kompelien

Kurt Schroeder

VP, Experience Strategy

Director, Customer Experience Solutions

CX Thought Leader and Consultant

Larry has over 30 years of consultation experience spanning across various industries. He leads a global team of strategists, experience designers, business architects, operations consultants, and SMEs -  focused on fueling exceptional customer and employee experiences that deliver real business value. 

Kate is a Customer Experience leader, focused on coaching and educating across the design process. She has over 20 years of insight experience at Fortune 500 companies within food service, consumer packaged goods, retail, digital and services. 

Known for his outstanding organizational and consulting skills, Kurt has a thorough knowledge of customer loyalty, market research, go-to-market strategy, customer and social experience, sales effectiveness and product and experience innovation.


Our experts are here to help.

Questions about how to orchestrate a total experience? Wondering what steps you should take next with your cx strategy?  

Our experts have over 30 years experience helping companies of various sizes in a variety of industries, achieve their cx goals.

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