Home Resources Ebook Preparing your organization for HX

Preparing your organization for HX

Preparing Your Organization for HX

Building a culture and roadmap for Human Experience Insights is a significant undertaking. For some organizations, it is an ongoing journey; for others, it involves some fundamental transformations.

Every day, we support thousands of customers at different stages along this journey. The most successful and the most advanced share a number of common features.

Read on to discover what they are, and how they can help you prepare for HX success.

Structure

Strong alignment between departments

CX, UX, Consumer insights, CRM, Analytics and other teams work closely together on Insights and Experience work-streams. They collaborate on shared initiatives; pool budget and team members where necessary; and have a functional matrix reporting that ensures a ‘no surprises’ culture.

Good governance

Clear rules are in place with RASCI or equivalent models for multi-team projects. Each team’s exclusive area of responsibility is documented; ‘gray’ areas of overlap are identified and subject to regular review. A steering group comprising members of all relevant teams meets on a weekly or monthly schedule to ensure efficient resource allocation, manage common projects and resolve any potential conflicts.

Systems

Documented data and insights framework

Data and insight requirements for relevant teams and stakeholders are clearly documented. All data sources and outputs are similarly identified. Best practice guidelines and Standard Operating Procedures for Insights and Experience data have clear ownership, are consistent across teams and reviewed as needed by the steering group.

Collaborative software sourcing

The specific needs of each team are documented. Functionality required by several teams is identified and software platforms are procured centrally so that budget can be deployed effectively.

Skills

Continuous team development

Skills requirements in each team are mapped as part of the data and insights framework. A skills matrix highlights those that are common to all teams and those that are specific to individual teams. A joint development plan maintains alignment between teams and encourages career moves within organizations. Between 5% and 10% of each team member’s working time is allocated to training and development, with a plan that combines structured courses, self-paced micro-learning and on-the-job coaching.

Effective engagement of partners

Specialist expertise comes from agencies, consultants and freelancers. To smooth out peaks and troughs in team resourcing, retainers and secondments are provided by strategic partners.

Ready for HX?

At Forsta, we’re confident we can help create better Human Experiences for the people who matter to you.

Find out what our technology and experts could do for your organization.

Ebook

Employee experience and insight in challenging times

Employee experience and insight in challenging times How do we support team members? Top challenge: Employee relationships are complex All experiences – both good and bad – are magnified during a period of crisis and uncertainty. It is impossible to over communicate with team members during such times, provided communications are meaningful, valuable and empathetic, […]

Read more
Employee experience and insight in challenging times
Ebook

10 Steps to Conduct an Online Focus Group

10 steps to conduct an online focus group What is an online focus group? An online focus group, also known as a virtual focus group, is an online panel with multiple participants and a moderator, aimed at discovering rich insights that can’t be found with static surveys. The group, along with the moderator, might share […]

Read more
10 Steps to Conduct an Online Focus Group
Ebook

The ultimate guide to Customer Experience strategy

The ultimate guide to Customer Experience strategy 7 secrets at a glance Build executive support  Strategize and plan  Get organized  Lose the silos  Communicate  Add Voice of the Employee  Act fast and innovate  How to optimise your customer experience strategy – the 7 secrets   What is a customer experience strategy?  It’s where you lay out […]

Read more
The ultimate guide to Customer Experience strategy

Learn more about our industry leading platform

FORSTA NEWSLETTER

Get industry insights that matter,
delivered direct to your inbox

We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.