Organizations are systems, which means that the experiences they deliver – whether to customers, employees, partners, prospects, etc. – are all interlinked. Therefore, as a company matures its Experience Management (XM) program, it must also begin applying its newfound XM capabilities to a broader and broader array of activities, areas, and interactions.
Use this tool to help you determine which use cases your organization currently manages as part of its XM efforts and identify opportunities to expand into additional use cases to support the company’s long-term XM program roadmap. For more inspiration and examples of how to diffuse XM capabilities, read the report, The XM Diffusion Cycle. For additional information on diffusing and maturing XM efforts, check out the original report, Operationalizing Experience Management.