What does "Total Experience" encompass in Appian?

The concept of "Total Experience" in Appian encompasses the engagement of both internal and external users. This holistic approach reflects a broader understanding of the user experience by combining elements that affect not only the end-users interacting with the applications directly but also the internal users, such as employees or stakeholders who utilize the platform to create, monitor, and enhance those applications.

Total Experience is important because it fosters a more seamless and inclusive environment, recognizing that the user's satisfaction is heavily impacted by all their interactions with the system—whether they are coming from within the organization or from external customers or partners. This integrated view helps organizations to refine their processes and improve overall satisfaction and efficiency.

While performance reporting, external engagement, and integration with third-party applications are significant in improving specific aspects of user interaction, they do not encapsulate the broader goal of a Total Experience strategy, which is to enhance engagement and satisfaction across all users. Therefore, focusing on the combined engagement of all users, internal and external, gives rise to a more comprehensive understanding of the user experience within Appian.