The professional football season ends in early January for most of the teams in the National Football League. What follows is an in-depth process – review, analysis, planning, offseason workouts and training camp to name off a few of the steps.
If all goes well, that combination will lead to dramatic improvement. But everything that is learned, developed and practiced must be combined into a game plan that proves successful on the field.
Let’s return to the business world. Your Experience Management team, and the organization as a whole, has adopted the XM Operating Framework. You have embraced the competencies and utilized the skills. Like the football team, your group has combined monitoring, discovery, visioning, design and much more.
Now is the time for the all-crucial Experience Integration. In one sense, it could be the payoff for all the work the Customer Experience (CX) team has done. In another, it is the beginning of an entirely new adventure of implementation, evaluation and adjustment.
It is important not to run out of steam at this point. The CX team often operates without a multitude of resources and/or team members who try to do too much. But Experience Integration is often a handoff to stakeholders who will carry out the steps that have been so carefully developed throughout the process.Read More