Experience Management (XM) – including customer experience (CX) management and employee experience (EX) management – is everyone’s business. A single CX or EX team working alone will not be able to deliver on their program’s strategy or implement their customer or employee experience roadmap. Effectively managing stakeholders and securing authentic buy-in is therefore essential to the long-term success of your program. How you engage these various groups will depend on their level of interest in your XM efforts as well as the strength of their influence over the direction of your program. Stakeholder mapping is a powerful exercise to better understand and activate the individuals and groups needed to successfully implement your XM strategy and roadmap.
Use this tool to categorize key stakeholders across four segments and create a tailored engagement plan to more effectively mobilize your XM efforts.