XM Competencies Flashcards
Which skills make up the LEAD competency?
Program Roadmap, Strategy & Governance
Which skills make up the REALIZE competency?
Value Delivery, Metrics Management & Value Planning
Which skills make up the ACTIVATE competency?
Ecosystem Communication, Role-Based Enablement & Expertise Building
Which skills make up the ENLIGHTEN competency?
Insights Distribution, BOX Data Integration, Insights Discovery & Experience Monitoring
Which skills make up the RESPOND competency?
Strategic Decision-Making, Continuous Improvement, Process Integration & Immediate Response
Which skills make up the DISRUPT competency?
Experience Development, Experience Visioning & Experience Integration
What is a program roadmap?
Translate XM vision and strategy into a plan with well-defined streams of effort
What is a strategy?
Develop and maintain a clear and shared vision for XM efforts
What is governance?
Establish and maintain organizational structures that provide appropriate decision-making, alignment, accountability, and conflict resolution
What is value delivery?
Ensure that value is created and recognized
What is metrics management?
Track metrics that are explicitly connected with value
What is value planning?
Forecast the business value of your XM efforts
What is ecosystem communication?
Keep employees and partners informed about the value and progress of XM efforts
What is role-based enablement?
Ensure that people have the knowledge, training, tools, and motivation to successfully adopt XM-centric behaviors
What is expertise building?
Create organizational mechanisms to build, spread, and enhance key XM skills across the organizations
What is insights distribution?
Distribute BOX data insights in the right form at the right time and tailored to the people who can take action on them
What is BOX data integration?
Combine behavioral, operational, and experience data to generate more actionable insights
What is insights discovery?
Analyze BOX data to uncover actionable insights and prioritize the most valuable actions
What is experience monitoring?
Identify and capture appropriate signals from the appropriate audiences at the appropriate times
What is strategic decision-making?
Make strategic decisions based on BOX data insights
What is continuous improvement?
Make changes to operational processes based on ongoing BOX data insights
What is process integration?
Infuse BOX data insights into key operating processes and systems
What is immediate response?
Systematically follow up with people who are affected by an experience and fix problems that are uncovered
What is experience development?
Apply a repeatable, human-centric approach to create or improve experiences
