Experience Matters Blog
The ABCs of Employee Experience Action Planning and Six Roadblocks to Avoid
Activating frontline leaders to take action on experience insights is hard work. We offer a simple ABC framework to help managers respond in a way that is action-oriented, business-relevant, and conversation-based.
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It’s Time to Fix Five Common Broken Experiences
Across industries and countries, organizations make a set of common mistakes in both customer experience (CX) and employee experience (EX). Read how to fix these five broken experiences: “No,” Waiting, Onboarding, Decision, and Transition.
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Research Recap: Five Phases for Creating Powerful Personas
Personas allow organizations to understand and design for specific target audiences. This blog post shares key findings and examples from the report, "Five Phases for Creating Powerful Personas."
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Driving Action From Journey Maps
Journey mapping is a popular XM activity, yet these efforts often fail to make a substantive impact on customer or employee experiences. In this blog post, we explore the 5 categories for using journey mapping insights to drive action.
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Five Application Areas for Digital XM
Digital XM has become an essential part of any XM effort. This blog post explores 5 core Digital XM application areas organizations should focus on to improve both the digital and overall experience they deliver to customers and employees.
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Take Employee Listening to the Next Level with Unstructured Listening
Unstructured listening is a natural but underutilized complement to structured surveys and questionnaires. It allows employees to take a proactive role in giving feedback, illuminates blindspots, and helps to close hidden experience gaps.
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Introducing the SLICE-B Experience Review Methodology
Experiences are inherently personal. A SLICE-B Experience Review allows you to adopt the perspective of a target user and systematically evaluate a specific interaction, helping you identify and eliminate bad experiences.
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Research Recap: Best Practices Across the Disrupt Competency
Disrupt is one of the six XM Competencies organizations must build to master the discipline of XM. This blog post shares key findings and examples from the report, "Best Practices Across the Disrupt Competency."
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Using Journey Maps to Define Listening Posts
Journey maps allow you to connect the most important journeys for any type of experience. Even a basic map can be used to architect a more effective listening program. Starting mapping with the four W's: Why, When, Who, and What.
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The Five Questions of Journey-Centric Thinking
While journey maps can provide incredible value, it’s not practical to map all potential journeys. To enjoy the benefits of a journey map without all the work, train people to consistently ask and answer the 5 questions of Journey-Centric Thinking.
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