Whether an organization is managing each of the four core experiences – customer, employee, brand, or product – individually or as part of a cohesive governance model, an XM core team will be an essential component of its Experience Management efforts. This core team works with senior leadership to set the strategic direction of the XM program and defines the standardized methodologies, tools, and approaches used across the organization. The team is also responsible for generally managing the portfolio of XM activities on a daily basis and circulating best practices across the organization.
Use this worksheet to help you identify your XM core team’s current responsibilities as well as opportunities to expand and strengthen the areas the team owns and manages. For inspiration and examples of how to own and manage customer experience management responsibilities in particular, read the original report, The Federated Customer Experience Model.