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.
Related resources
From click to collect: Turbocharging revenue with digital experiences
From click to collect: Turbocharging revenue with digital experiences From click to collect: Turbocharging revenue with digital experiences Digital experiences are the linchpin of customer journeys, influencing retention, acquisition –and of course, revenue. Get the tools and knowledge your brand needs to elevate customer satisfaction, break down organizational barriers, optimize for target segments, and leverage […]
The operational leader’s guide to HX
The operational leader’s guide to HX The operational leader’s guide to HX Build systems and break silos Contents Introduction Build systems and break silos Introduction When you have a streamlined, customer- driven system of agile improvements, you can expect substantial returns. When you know how to get the best out of it, CX pays – […]
The digital leader’s guide to CX
The digital leader’s guide to CX The digital leader’s guide to CX An omnichannel strategy for better business outcomes An omnichannel strategy for better business outcomes Introduction What if you could elevate your digital leadership by helping your organization to embrace an innovative digital first customer experience that boosts revenues? All too often, fragmented digital […]
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.
