Understandably, a lot of executives aren’t quite sure how to lay the groundwork for TX. There are two things to keep in mind when getting started.

First, look at other companies that have done similar work—even in other industries. There are often more similarities than you might think. Leaders might be amazed at how much they have in common with each other. I recently had a conversation with an executive at a nuclear power company. As someone who has spent a good amount of time in financial services, I was fascinated to discover the similarities between the industries. After all, we both care about risk, control, oversight, and avoiding incidents. We learned from each other.

But more importantly, keep in mind the ”experience” part of “total experience.” When you build your strategy, are you working toward something your customers, employees, partners, and regulators would love to experience, or what you think they would love to experience? Talk to your users and ask them where you should start. Question those who think they know.

During periods of uncertainty, people crave predictability. They want to live and work with as little friction as possible. That is precisely why combining CX and EX is so important. Creating a total experience that includes customers, employees, and other stakeholders makes everyone’s lives easier and better.