The professional football season ends in early January for most of the teams in the National Football League. What follows is an in-depth process – review, analysis, planning, offseason workouts and training camp to name off a few of the steps.

If all goes well, that combination will lead to dramatic improvement. But everything that is learned, developed and practiced must be combined into a game plan that proves successful on the field.

Let’s return to the business world. Your Experience Management team, and the organization as a whole, has adopted the XM Operating Framework. You have embraced the competencies and utilized the skills. Like the football team, your group has combined monitoring, discovery, visioning, design and much more. 

Now is the time for the all-crucial Experience Integration. In one sense, it could be the payoff for all the work the Customer Experience (CX) team has done. In another, it is the beginning of an entirely new adventure of implementation, evaluation and adjustment.

It is important not to run out of steam at this point. The CX team often operates without a multitude of resources and/or team members who try to do too much. But Experience Integration is often a handoff to stakeholders who will carry out the steps that have been so carefully developed throughout the process.

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Experience Design: Crafting Solutions and Driving Customer Behavior

Service design begins with, and is fully dependent on, developing a deep understanding of the customer experience within your organization – plus what your customer is experiencing in life outside of their interactions with your company. It goes well beyond the transactional phase. It depends on utilizing your operational data to define the demographics that are representative of segments of your customer base. Even more importantly, it takes building empathy and an emotional connection with your customers.

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Experience Visioning: Planning Today To Help Ensure Future Success

Organizations must continue to “put out the daily fires” and execute the short-term adjustments that are required. But if that same organization wants to be best-in-class five or 10 years down the road, it must look beyond tomorrow – or next month, or next year – to which technological and societal changes will influence the way the world will work in the future.

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Process Integration: Making the Changes to Benefit Your Customers and Your Business

Many elements of the Experience Management (XM) Operating Framework contribute to gaining insights on ways to improve the customer experience. One of the methods of taking action on those insights is through Process Integration. Process integration can take place in many shapes and forms. It can address direct problems that customers have told you about.… Read more »

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Strategic Decision-Making: Transforming Insights Into Action

What if we started to think of problems as strategic opportunities? When reframed from “challenge to solve” into “chance to change,” problems create a valuable time to capture diverse data and put new processes or systems in place. The higher-level thinking makes the business better long-term—and contributes to its vision and goals for the future.

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