Organizations embrace the discipline of Experience Management (XM) by mastering 6 XM Competencies and 20 XM Skills. The XM Skills come to life in an organization through a set of XM actions. While some of these actions are common across all XM domains, some of them are specific to different areas, such as customer experience, employee experience, brand experience, and product experience. While the universe of potential actions for each XM Skill is large, there are some fundamental actions that are indicative of a well-functioning XM program.
Use this worksheet to evaluate how well your organization is demonstrating a suggested set of actions across each of the 20 XM skills. Then, based on your answers, prioritize your efforts for closing your Skills/Actions gaps and begin making plans for improving the XM capabilities of your CX program.