An ever-increasing flow of information is shifting power from institutions to individuals. At the same time, new technologies are redefining business models and shortening product lifecycles. In this environment, organizations need to better understand and cater to the needs and expectations of the people they touch—from employees to partners to customers. That’s what Experience Management (or “XM”) is all about. XM is, “The discipline of using both experience data and operational data to measure and improve the four core experiences of business: customer, employee, product, and brand.”

Watch this video to learn about the discipline of Experience Management and how companies can embed XM in their business operations by adopting the three elements of the XM Operating Framework: Technology, Competency, and Culture.

 

If you like the content of this video and would like to learn more, check out our Launchpad, Introduction to Experience Management.

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