Experiscape is a consultancy in customer and employee experience. Experience is a collective concept – it is the sum of what one perceives, feels, thinks, how one behaves and how others behave in response. Every day is full of experiences – things that happen where we take part in the happening.

Our goal at Experiscape is to help each organization design its own brand-specific method to sustainably create and deliver highly fulfilling experiences. With a roadmap customized to your business, your culture, your employees, and your market, your organization will be equipped to serve positive experiences to all involved. Experiscape assesses how the integration of organizational culture and employee experience (EX) impacts customer experience (CX.) Thought leaders understand this integrated approach as the total experience (TX.)

Whether you're embarking on a new CX initiative or revitalizing existing efforts, Experiscape can bring your plan together to ensure a positive, engaging experience for your employees and your customers.

Led by principal Kathi Disch, CCXP, Experiscape presents an innovative perspective on people, organizations, and experience. Passionate about behavior, Kathi keeps the person as the key focus. Her expertise in analytics, psychographics, and emotional intelligence contributes to her success in strategic leadership.

“Today we have incredible resources in the areas of data mining, marketing automation, AI, geotargeting/retargeting. We can extract the most value from these knowledge and technology assets when we understand the forces driving behavior,” Kathi points out.

These drivers, explains Kathi, are both intrinsic and extrinsic to the individual. “Our brains lead us by establishing behaviors that become patterns. Our environment exerts pressures that cause us to entrench in our patterns or creates friction that leads us to change them.”

Through her extensive background working with companies on corporate culture, process improvement, research, training, marketing and communications, Kathi has a bird’s eye view of the interactions and influences that lead an organization to customer-centricity.

LEADERSHIP

Experiscape’s focus is on people. Those within your organization and those who look to you to supply needed, or desired, goods and services.

Everything that happens in your organization – from changes in policy and procedure to implementing new technology to training and coaching employees at every level – impacts your employees. Your employees strongly influence your customers.

Coaching organizations on experience strategy, and taking sensible action within the organization to enact the experience strategy, is Experiscape’s foundation. We are advocates for experience technology – a strong CRM, data mining, journey mapping, and AI are all proven tools.

However, people create and receive experiences, not technology or tools. Our philosophy is to pave the way for people to have their best experiences.

FOCUS

Experiscape supports businesses intent upon creating a culture of engagement for employees and customers. Together, we will identify employee and customer experience and build an Experiscape Roadmap leading to engagement.

In partnership with your organization, Experiscape will:
• Define organizational culture
• Explore employee engagement
• Assess customer experience
• Identify areas of strength for expansion
• Understand opportunities for enhancement.

Our process ties your brand promise to practical actions, procedures and policies that fulfill your mission. Delivering consistently positive customer experiences sustains both your brand reputation and a strong market position.

Experiscape is a reliable catalyst and resource to promote the success of your experience goals.

SERVICES

In business, experiences happen through interactions with people in person or by phone, texts, emails, chats, and transactions occurring via screens. There are a growing number of X-spheres, each encompassing its own area of specialization. CX, tagged to be the primary differentiator of successful businesses in the next two years, addresses all these pathways because CX includes all touchpoints along the customer journey.

X-SPHERES

CX

EX

UX

DX

MX

TX

Customer Experience. Heralded as the key differentiator of business success, attention to CX is rapidly growing across industry verticals. CX covers all touchpoints a customer has with an organization, including marketing, sales, customer service and every outreach, channel and interaction that touches the customer along the way. CX is rooted in company culture and EX, which drives positive or negative experiences.

Employee Experience. EX is generated by the culture of an organization and stems from how employees are treated, motivated, and recognized for their efforts. Positive employee experience fosters employee engagement (EE), which is the emotional bond between the employee and the employer. Strong employee engagement has been shown to produce positive CX, leading more organizations to refocus policies, procedures, and workplace environments to acquire, cultivate and retain high-performing talent.

User Experience. While commonly considered as user interface (UI) with web-based applications, UX technically covers the user-friendliness and functionality of all experiences one has with a company or product.

Digital Experience. DX encompasses a person’s experience with every digital touchpoint associated with an organization, product, or process (for example, enrollment or transaction.) Data gleaned from DX is analyzed to optimize the experience for the person and facilitate the business goal of the process.

Multi-experience. Multi-experience moves beyond omnichannel, integrating technology, devices, and human senses to create a seamless, consistent experience. So, multi-experience includes websites; mobile, web, and conversant apps; smartphones; computers; tablets; smartTV; chatbots; wearables; platforms including Twitter; Facebook; Instagram along with voice, touch, and text. Multi-experience aims to bring the customer effort score to 0.

Total Experience. Total experience elevates shared experiences between X-spheres (EX, CX, UX, MX, DX) for superior business outcomes. Collectively assessing the involvement of multiple parties in shared experiences leads to greater consistency in the quality of CX and EX.