How to link XM to customer experience and employee experience
Great experiences rarely happen by chance. It takes a strong vision and strategy coupled with a solid experience management (XM) program to ensure you save (and gain) both time and money. The good news is that you might already have more assets within your organization than you think to make it happen. So, what are you waiting for? Now’s the time to leverage them!
No building stands the test of time without strong foundations. Foundations don’t need to be too complex but definitely have to be robust. In XM – as for the drive of your entire business – it all boils down to:
- A vision to define the direction
- Strategies to serve that vision
- Organizational strategic alignment
- A culture which provides the motivation to work together for better performance
So, here comes the strategy. Most importantly, remember this: You won’t get anywhere without defining how you’ll get there first. Whatever your vision might be, you must be able to finish the following sentence: “To achieve our vision, we will…” You might need more than a strategy to achieve your goals. And always make your strategies simple and easy for everyone in your organization to understand.
It is then about aligning your activities to the strategies. More than the quality of the strategies themselves, it is your capacity to execute them that will make the difference.
Success is a joint effort. Conversely, failure could be at the hands of a single team member. Having everyone sailing in the same direction and understanding the path to the destination will have a huge impact on your capacity to deliver your promises. Although a CX team executes your CX/EX strategies, XM spans the entire organization. It must be owned by the C-suite, driven by all managers, and adopted by all employees.