I’m super excited to announce the publication of new research from the Qualtrics XM Institute, “Operationalizing XM.” It describes how organizations can tap into experience management (XM) to continuously learn, propagate insights, and rapidly adapt—capabilities that can be used by just about every organization. It’s a must-read (and a free download) for anyone who cares about or is just interested in XM.
The report outlines the XM Operating Framework, and goes into detail on Six XM Competencies.
Here’s the executive summary of the report:
An ever-increasing flow of information is shifting power from institutions to individuals, while new technologies are redefining business models and shortening product lifecycles. To succeed in this environment, organizations need to adopt a new approach that focuses more on the experiences of human beings throughout their ecosystem. How? By developing a discipline called Experience Management (XM). This report introduces this new approach and provides details around:
- The XM Operating Framework, which is built on a combination of competency, technology, and culture.
- The six XM Competencies—Lead, Realize, Activate, Enlighten, Respond, and Disrupt—that organizations should focus on to improve their XM capabilities.
- The five stages of XM maturity that companies will progress through as they master the six Competencies: 1) Investigate, 2) Initiate, 3) Mobilize, 4) Scale, and 5) Embed. This report also includes an XM Competency & Maturity Assessment organizations can use to calculate their own maturity levels.
- The XM Diffusion path that companies should follow as they expand their XM efforts across their entire enterprise.