XM Framework
At first, it’s natural to approach experience management (XM) as a series of separate projects. However, these projects are deeply interconnected, and achieving sustainable scale requires a unified approach. That’s where the Experience Management (XM) Framework comes in. An XM Framework serves as a comprehensive guide, establishing governance, best practices, and processes for all current and future XM initiatives.
Our Offering: XM Framework
The XM Framework defines how new projects should be designed, focusing on strategies for measuring and enhancing user experiences while aligning internal operations to drive meaningful impact. By providing a clear structure, the XM Framework empowers organizations to consistently improve and expand their experience management programs. At sovanta, we help organizations design and implement their XM Framework to unlock the full potential of their XM efforts.
Workshop, Strategy and Sessions
In an initial workshop we want to understand your challenges, introduce the concept and outline the plan. A communication strategy has a significant impact on experience too. Therefore we support you establishing it.
In sessions we define based on your insights …
- how to make and document decisions on contact frequency, support model, etc..
- the key metrics that should guide your stakeholders.
- how you will measure program impact.
- the moments that matter using existing customer or employee journey maps.
- your stakeholder management & system integration.
Afterwards you receive full documentation that contains all important XM related details and outlines the approach to launch future CX and/or EX projects.
How your XM Frameworks helps
Identify the moments of truth for your Customer and Employee journey maps. Develop an XM program that allows your company to deliver consistent experiences aligned with brand values. Do not just launch a project, launch a movement that puts customers or employees at the heart of everything. Benefit from sovanta’s XM expertise, get your team enabled and ensure the XM program is well supported. Ready? Let’s talk!
