Pillar Previews
Ambition
Experience Ambition is an essential, foundational statement of intent set by an organisation, specifying the emotional outcomes it desires for its customers, employees and partners, and describing the rational activities and behaviours it will adopt to deliberately drive business results from Experience.
Metrics
Metrics constitute both quantitative and qualitative yardsticks. Used purposefully, they serve as powerful tools for evaluating and also elevating the standard of connections between the organisation and its stakeholders. The correct type of metric can help a business gain deep insights into the alignment of their efforts with stakeholder desires and empower evidence-based decisions across all levels of the organisation.
Operations
Operations entails the art and science of mapping customer, colleague and partner experiences and seamlessly integrating them with metrics. Thoughtful execution can identify untapped opportunities and instigate transformative change. It is the linchpin for translating data-driven insights into actionable strategies, ultimately propelling the organization towards the delivery of elevated experience and transformed business outcomes.
Principles
The influence of leadership as exemplars and the evolution of company culture, upheld by strong governance, play a pivotal role in the management of Experience. The commitment of leaders to a stakeholder-centric ethos serves as the bedrock for fostering a culture that places high value on the satisfaction and loyalty of customers, employees and partners. A well-structured governance framework, further fortifies this alignment, resulting in a stakeholder-first environment and, the delivery of exceptional experiences.