To succeed in the digital age, government agencies and enterprises must shift from siloed operations to unified, citizen-centric experiences that deliver exceptional interactions across customer, employee, and user touchpoints. The challenge, and the opportunity, lies in effectively integrating disparate systems and processes to achieve this unified vision. But is such a wholesale shift truly easy for large, complex government organizations and enterprises? As it may turn out, many organizations find this transition difficult, as legacy systems and entrenched workflows can significantly hinder progress.

This article discusses the Total Experience (TX) framework as a solution to challenges with legacy siloed models and details the best practices of TX implementation within government agencies and enterprises.