Level 1 Flashcards
INTRODUCTION TO EXPERIENCE MANAGEMENT
What is Experience Management (XM)?
Experience Management (XM) is a discipline that helps organizations measure and improve the experiences delivered to different stakeholders across an enterprise.
INTRODUCTION TO EXPERIENCE MANAGEMENT
What type of data does XM use?
Experience data and operational data
INTRODUCTION TO EXPERIENCE MANAGEMENT
What are the four core experiences of business?
- Customer
- Employee
- Product
- Brand
INTRODUCTION TO EXPERIENCE MANAGEMENT
How does XM help organizations deliver differentiated experiences?
By continuously listening, propagating insights, and rapidly adapting to meet the changing needs and expectations of customers, employees, partners, and other people in an organization’s XM ecosystem.
INTRODUCTION TO EXPERIENCE MANAGEMENT
What is the Operating Framework for XM?
There are three key components of XM that a business needs to invest in to be successful in Experience Management: Competency, Culture, and Technology.
INTRODUCTION TO EXPERIENCE MANAGEMENT
What is Competency in XM?
The skills and actions that establish XM as a discipline across the organization and are required to build XM capabilities.
INTRODUCTION TO EXPERIENCE MANAGEMENT
Which six XM Competencies are there?
LEAD RR
- Lead
- Enlighten
- Activate
- Disrupt
- Realize
- Respond
INTRODUCTION TO EXPERIENCE MANAGEMENT
What is Technology in XM?
A platform that infuses actionable b throughout an organization and empowers an organization to collect, understand, and take action on the combination of experience and operational data.
INTRODUCTION TO EXPERIENCE MANAGEMENT
What is Culture in XM?
The mindsets and beliefs that nurture XM-centric behaviors across an organization
INTRODUCTION TO EXPERIENCE MANAGEMENT
What are typical characteristics of an XM Culture?
As experiences are created and consumed by human beings, one characteristic of an XM culture is that it is human-centric .
An XM culture is also change-minded, meaning it creates a bias for embracing ongoing improvements and innovations.
INTRODUCTION TO EXPERIENCE MANAGEMENT
What is an Experience in XM?
An Experience is a moment of truth that affects the human components of your business.
INTRODUCTION TO EXPERIENCE MANAGEMENT
When are experiences created?
Experiences are created during a business’s regular activities, for example, buying, selling, delivering services, managing stakeholders, engaging employees, executing processes, manufacturing, distribution, logistics, marketing, etc.
INTRODUCTION TO EXPERIENCE MANAGEMENT
How can experience gaps and opportunities be defined?
An XM program measures your experiences to reveal insights into their effectiveness. There are several types of insights, such as:
- Breakdowns in processes
- Opportunities to enhance services
- Ways to streamline an interaction
- Moments for education or communication
- Areas for further investigation
INTRODUCTION TO X AND O DATA
What is Experience Data (X-Data)?
This is data that is collected from stakeholders to understand experiences from a human perspective.
It’s the data of how people think, feel, and behave.
X-Data is concerned with the human elements of a business’s activities.
INTRODUCTION TO X AND O DATA
What are the 6 types of X-Data?
- Experience Expectations
- Interaction Perceptions
- Journey Perceptions
- Relationship Attitudes
- Ad-Hoc Diagnostics
- Choice Preferences
INTRODUCTION TO X AND O DATA
What are “Experience Expectations” in X-Data?
How people think and feel about a future interaction with an organization, which can be collected on a regular cycle or periodically.
INTRODUCTION TO X AND O DATA
What are “Interaction Perceptions” in X-Data?
How people think or feel about a specific interaction, which can be tracked continuously or periodically
INTRODUCTION TO X AND O DATA
What are “Journey Perceptions” in X-Data?
How people think or feel about a collection of activities around a goal, which can be tracked continuously or periodically
INTRODUCTION TO X AND O DATA
What are “Relationship Attitudes” in X-Data?
How people feel about relationships with other people in their organization (e.g. managers, peers, leaders). This also includes how people feel about their relationship with an organization overall, including plans for future interactions, which can be tracked on a regular cycle or periodically (e.g. Customer NPS, Customer Sentiment, Employee Engagement, or Brand Tracking studies).
INTRODUCTION TO X AND O DATA
What are “Ad-Hoc Diagnostics” in X-Data?
How people think or feel about a problem or opportunity, which is collected as needed based on other findings (e.g. pulse employee survey about a leadership issue or qualitative study into why a brand message didn’t work).
