XM Foundations Flashcards
XM as a Discipline, Culture & Technology
What is the definition of experience management (XM)?
The discipline of using both experience data (X-data) and operational data (O-data) to measure and improve the four core experiences of business: customer, employee, product, and brand
What is the XM Operating Framework?
The XM Operating Framework is a blueprint that lays out how organizations should go about mastering Experience Management, and is made up of 3 key elements: Technology, Culture and Competency
What is the definition of culture?
the mindsets and beliefs that encourage and nurture XM-centric behaviors across the organization
What is the definition of technology?
the technology platform that empowers an organization to collect, understand, and take action on insights and data
What is the definition of competency?
the skills and actions that establish XM as a discipline
What are the 6 Laws of XM?
1.People are emotional, not rational
2. Journeys add meaning to moments
3. Actions transform insights into value
4. Commitment aligns behaviors
5. Leaders boost or break inertia
6. XM is a habit, not an act
What are the 4 P’s of XM Insights?
Problems, Possibilities, Preferences & Priorities
What are 4 recommendations for a more experience-centric culture?
- Leverage existing cultural tailwinds
- Position stated values against cultural headwinds
- Capitalize on organizational shifts
- Highlight and celebrate culturally impactful leaders
What are some common pitfalls that impede culture change efforts?
Focus too much on tactics and not enough on behaviors, ignore the existing culture, target efforts too broadly, become impatient at pace of change, neglect to reinforce culture over time
What are the key attributes of an XM-Centric Culture?
Purpose-Led, Human-Centric, Change-Minded, Evidence-Based
What are the 5 ingredients to digital XM success?
Always on listening, behavioral targeting, automated intelligence, embedded actions, journey-centric analysis
