Revolutionizing Engagement: Insights on Total Experience

In this episode of SAIC’s “Innovation Meets Mission” podcast, Gabrielle Davidsen discusses the importance of total experience, which integrates digital, customer, user, and employee interactions to create seamless, valuable experiences across organizations. She explains the “watermelon effect,” where KPIs show success, but actual experiences reveal dissatisfaction, highlighting the need for genuine integration of all experiences. Gabrielle shares her journey and a case study where total experience solutions turned around a major contract by aligning technical delivery with client expectations. This approach underscores the necessity of total experience in achieving organizational success and client satisfaction.