Unlocking Growth Through Total Experience (TX): The Power Of CX, EX And AI

Forbes - Apr 8th, 2025

Deepinder Sethi, the chief information officer at Fortive, emphasizes the importance of Total Experience (TX) in today's digital age. TX combines customer experience (CX), employee experience (EX), user experience (UX), and multi-experience (MX) to create seamless interactions for customers and employees. By focusing on employee satisfaction, Fortive has seen improvements in customer interactions and retention, ultimately boosting revenue. Sethi highlights the role of AI in TX, with tools like AI-driven chatbots enhancing both CX and EX by providing instant support and personalized experiences.

The integration of AI in TX is set to revolutionize the field further, with agentic AI poised to automate complex processes and anticipate customer needs. Fortive's approach involves aligning customer and employee service strategies, adopting an omnichannel presence, and using AI to streamline processes. This strategy not only enhances efficiency but also allows employees to focus on higher-value tasks, driving business growth and innovation. The story underscores the significance of TX in creating a competitive edge in the digital marketplace, advocating for organizations to invest in both customer and employee satisfaction for sustained success.

Ai Integration Customer Experience Technology Innovation Deepinder Sethi Fortive Total Experience Employee Experience

Story submitted by Fairstory

RATING

5.6

Moderately Fair

Read with skepticism

The article provides an insightful overview of the concept of Total Experience (TX), integrating customer, employee, user, and multi-experience to enhance business interactions. It effectively communicates the potential benefits of TX and the role of AI in driving these strategies. However, the article's reliance on the author's personal experiences and lack of external validation limits its factual accuracy and source quality. The one-sided presentation of TX's advantages, without acknowledging potential challenges, affects its balance. Despite these limitations, the article is well-written and timely, addressing relevant topics in the business and technology sectors. To enhance its impact and engagement, the article would benefit from a more critical analysis and inclusion of diverse perspectives.

Accuracy

The article makes several claims about the concept of Total Experience (TX) and its components such as CX, EX, UX, and MX. It accurately describes TX as an approach that integrates these experiences to enhance interactions for stakeholders. However, the factual accuracy of specific claims, such as Deepinder Sethi's position as Chief Information Officer at Fortive and the outcomes of certain projects, needs verification. The article's assertion about the impact of AI and agentic AI on TX is forward-looking and speculative, requiring further evidence to be considered accurate. Overall, while the theoretical framework of TX is well-presented, the article lacks precise data and external validation for its claims.

Balance

The article predominantly presents a positive view of Total Experience (TX) and its potential benefits for businesses, without offering a critical perspective or discussing potential challenges. It focuses heavily on the advantages of integrating CX, EX, UX, and MX, as well as the role of AI, without acknowledging any potential downsides or limitations. This one-sided approach suggests a bias towards promoting the TX concept, likely due to the author's professional background. A more balanced article would include counterarguments or potential risks associated with TX implementation.

Clarity

The article is generally clear and well-structured, with a logical flow that guides the reader through the concept of Total Experience (TX) and its components. The language is straightforward and accessible, making complex ideas understandable to a broader audience. However, some sections, particularly those discussing agentic AI, could benefit from further clarification and examples to ensure reader comprehension. Overall, the article maintains a neutral tone, though it occasionally leans towards promotional language.

Source quality

The article lacks diverse and authoritative sources to substantiate its claims. Most of the information appears to be based on the author's personal experiences and opinions, with limited external references or citations. This reliance on a single perspective reduces the overall credibility of the article. While the author may have expertise, the absence of corroborating evidence from independent or academic sources weakens the reliability of the information presented.

Transparency

The article provides some transparency about the author's background and position, which helps contextualize the perspective shared. However, it does not clearly disclose any potential conflicts of interest or biases that might influence the author's views. Additionally, the methodology behind the claims, particularly regarding the impact of TX and AI, is not well-explained. Greater transparency about the basis of these claims would enhance the article's credibility.