Holistic? In What Context?


The word “holistic” conjures up different meanings for different people. For some, holistic medicine may come to mind. There’s also holistic art, the holistic development approach to children’s education, and holistic science. In the world of television, there’s even Dirk Gently’s Holistic Detective Agency.

At Smith, we spend a lot of time thinking about the holistic customer experience, and Dirk Gently’s holistic approach to sleuthing out the mysteries of the supernatural is actually quite applicable:

“I see the solution to each problem as being detectable in the pattern and web of the whole. The connections between causes and effects are often much more subtle and complex than we, with our rough and ready understanding of the physical world, might naturally suppose.”

– Douglas Adams, Dirk Gently’s Holistic Detective Agency

Dirk Gently’s view of the holistic as the “interconnectivity of all things” encourages us to look at the bigger picture. That wide-angle lens is also what we apply when we investigate the customer journey at Smith. Great customer experiences take into account the specifics of individual avenues and immediate needs, but at the same time consider how all those little pieces inform the overall experience. It’s not always an easy task.

“I have empathy with marketers who are in this situation because they feel a need to address the more solvable problems now. However, the broader CX challenge needs to be taken on.”

– Thom Gruhler, CEO at Fjuri

Breaking customer experience down into the three individual pillars of People, Processes, and Platforms is not enough. We must also consider how the picture changes when viewed through those three lenses together. That interconnectivity is what makes for a well-rounded user experience and allows the customer relationship to continue to evolve.

Integrating a holistic approach into the customer experience allows us to provide customers with genuine moments of joy. Those moments, in turn, retain customers, drive revenue and help your organization grow. That’s a view that looks good in any context!

Are you ready to integrate a holistic approach to your customer experience? Schedule a call with a Smith CX expert.