Experience Matters Blog
Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty
Economic downturns cause heightened emotions, pressured budgets, and new customer behaviours. We share five lessons on how multi-site retail managers should adjust their customer experience agendas during disruptive times.
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The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience programs often establish a CX Center of Excellence (CoE). This post describes the three specialized functions of a strong CX CoE and common activities within each one.
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Improving the Difficult Downsizing Experience
One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.
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The Five Essential Elements of CX Program Governance
Organizations do not become customer-centric overnight. To coordinate all the efforts that catalyze CX-centric change, organizations need a strong governance model. In this post, we explore the five key elements of CX program governance.
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Modern XM Requires Less Fragmentation and More Alignment
To capture the transformative potential of XM, organizations need to modernize their efforts. The first step to embedding the required organizational discipline is moving from a fragmented to aligned approach across the XM Operating Framework.
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How XM Evolves to a Federated Governance Model
As organizations mature and expand their XM efforts, their governance changes as well. We first explored what those changes look like in the report The Federated Customer Experience Model and it’s worth relooking at this through the lens of XM.
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Drive Change Top-Down and Bottom-Up… with Middle Managers!
To drive Experience Management (XM) transformation, organizations need to combine top-down leadership activities with bottom-up grassroots behavior changes. But that’s not enough. Successful change efforts require activating middle managers.
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XM Competency: Leading a Multi-Year Transformation
For XM to succeed, organizations must maintain a systematic focus on making changes over multiple years. This post examines the 3 XM Skills an organization must build to master the LEAD Competency: Strategy, Program Roadmap, and Governance.
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Five Tips for Using Our XM Maturity Assessments
Are you getting the most out of our XM maturity assessments? Follow these five tips on how to present assessments and results to successfully build alignment among stakeholders and demonstrate the value of XM.
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Research Recap: The XM Diffusion Cycle
How can organizations expand Experience Management beyond isolated use cases? By following the XM Diffusion Cycle. This blog post shares keys findings from the report, "The XM Diffusion Cycle," which provides best practices from research with nearly 50 organizations.
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