You have a perfectly tuned website, a custom-built mobile app, and friendly staff at the branch, yet your customer is still frustrated? Multiexperience explains why.
In the previous three articles, we broke down how Total Experience (TX) combines three pillars into one overarching strategy (CX+EX+MX = TX). We explained how a connected CRM system and predictive analytics can lift revenue by up to 30%, and how automation and AI turn Employee Experience into a measurable metric, boosting productivity by up to 60%.
Multiexperience (MX) is the discipline that ensures customers and employees alike get a consistent, context-connected experience across every channel.
According to research by the Aberdeen Group, companies with a strongly connected omnichannel approach retain an average of 89% of their customers. Companies with poorly connected channels retain only 33%. These companies often have the same number of channels — the only difference is whether those channels are actually connected on a data level.
Most customers routinely switch channels within a single request — starting on the website, say, and finishing at a branch or over the phone. If a company hasn’t connected those channels, the experience is no different than if the second channel didn’t exist at all.
In our Customer Experience article, we noted that up to 70% of customers will switch to a competitor if they have to explain their request more than two or three times.
The importance of connected data, which we covered in the CRM and EX articles, applies just as much to the Microsoft Power Platform built on Dynamics 365 and Dataverse. The website, the mobile app, and the branch all work from the same, up-to-date record of the customer or employee.
In its 2026 Release Wave 1, Microsoft took this idea a step further. Copilot Studio now supports multi-agent orchestration, meaning AI agents can hand off tasks and context to one another across the entire process — including approvals and escalations to a human.
What’s more, this orchestration doesn’t stop at Microsoft’s own ecosystem. UiPath and Microsoft have a bidirectional integration in place between Copilot Studio and UiPath Maestro, so agents from both platforms can hand off tasks, context, and escalations as if they were one system. UiPath licenses can even be purchased directly through the Microsoft Azure Marketplace, so companies built on the Microsoft Power Platform don’t need to deal with an extra vendor.
Power Apps and Power Pages – a shared low-code layer for building both public-facing and internal apps, so each channel doesn’t have to be built as a separate system.
Dataverse – a single data foundation, so the customer and the employee always see the same, up-to-date picture, no matter which channel they come from.
Copilot Studio with multi-agent orchestration – agents can hand off work in progress across channels, instead of each channel starting the request from scratch.
UiPath Maestro – bidirectionally integrated with Copilot Studio, orchestrating tasks, exceptions, and human escalations, as well as handoffs between agents from different platforms.
Picture a typical scenario: a client at a bank or insurance company handling a loan application or an insurance claim.
From Web to Mobile
The client starts filling out the application on the website but doesn’t photograph the required document until later, at home, using the mobile app. The system recognizes it as a continuation of the same request.
The Chatbot Hands Off to a Human
If the chatbot hits a question it can’t answer, it passes the entire conversation history to a colleague on the phone, who picks up exactly where the chat left off.
The CRM Holds the Client’s Full History
The client comes in person to sign the contract. The branch employee sees in the CRM that the client has already filled out the form and uploaded the documents. There’s no need to ask the same questions again — just confirm the decision or fine-tune the details.
An Agent Works in the Background
While the client is filling in their details, an RPA bot and an AI agent are already verifying data against registers and internal systems. The approval decision is prepared before anyone even asks for it.
Neither the customer nor the employee wastes time, because context travels with them across every channel. This is what a well-tuned Customer and Employee Experience looks like: the client is happy with the fast turnaround, and the employee is spared the tedious routine.
It all starts with accurate, clean data. Just as Power BI reveals bottlenecks in the customer and employee journey, the same principle applies to the journey across channels.
Connecting channels with Power BI lets you:
Leadership then has clear visibility into where individual channels behave as one connected system, and where context is still missing.
These two terms are often confused, yet the difference between them is fundamental.
User Experience (UX) is about how well and how intuitively a single interface works — the design of a form, the speed of an app, the clarity of a client portal.
Multiexperience (MX) is about whether those individual, even perfectly designed interfaces stay connected when a customer or employee moves between them.
A company can have a beautifully designed website and mobile app (high UX) and still leave the customer frustrated, because the environments aren’t connected (low MX).
Just as with Customer experience and Employee experience, Multiexperience isn’t some new technology that requires starting from scratch.
If your CRM runs on Microsoft Dynamics 365, you automate processes with RPA, or you work with data in Power BI, you already have most of the foundation for MX in place. You just need to connect it across channels:
So CX takes care of customer satisfaction, EX of employee satisfaction, UX of the quality of a single interface — and MX ties it all together.
Thinking about how to connect your channels into one seamless experience for customers and employees alike? We’d be glad to look at your current systems and propose a pragmatic solution.
Sources:
Aberdeen Group, Omni-Channel Customer Care study (cited via Digital Commerce 360) https://porchgroupmedia.com/blog/25-amazing-omnichannel-statistics-every-marketer-should-know/
Microsoft, 2026 Release Wave 1 for Dynamics 365 and Power Platform
https://www.microsoft.com/en-us/dynamics-365/blog/business-leader/2026/03/18/2026-release-wave-1-plans-for-microsoft-dynamics-365-microsoft-power-platform-and-copilot-studio-offerings/
Microsoft, announcement of the bidirectional integration between Copilot Studio and UiPath https://www.microsoft.com/en-us/microsoft-copilot/blog/copilot-studio/announcing-agentic-automation…
UiPath, press release on the Microsoft Azure AI Foundry integration and Marketplace listing https://www.uipath.com/newsroom/uipath-integrates-microsoft-azure-ai-foundry-capabilities-to-agenti…
