Experience Strategy
Experience Strategy is best accomplished by aligning your organizational values with a customer's needs. To achieve genuine alignment around Experience as a core value this requires understanding your: strategy; structure; behaviors; and systems.
Elevating Experience as an Organizational Value
This is holistic & cross-functional - part of your organizational DNA. The goal: to elevate experience as a core organizational value that drives the decisions you make and the actions you take.
Strategy
Achieving Experience as a Value is a positive shift for the entire organization or team. Leadership integrates an "experience focus" into strategic plans and develops specific and prioritized goals. Connected goals help teams' see how their day-to-day efforts positively contribute to the Customer's Experience.
Structure
Structure is often a great indicator of Experience. Silos present barriers to both Employee and Customer Experience. Modern, Experience-focused structures facilitate the communication necessary to support the transparency and collaboration across functional areas which result in a close-knit culture and cohesive CX.
Behavior
Peter Drucker famously said "Culture eats strategy for breakfast." Organizational Behaviors are a direct result of Culture. Shifting Behaviors to value Experience means ongoing conversations, strong role-modeling from leadership and internal experience-first advocates distributed across your organization.
Systems
Our systems should support processes which ultimately support our people - both employees and customers. We think about Systems as the tools which teams leverage to get their jobs done. Experience-focused processes are nice - but if they're difficult to execute then they often become barriers to excellence.