Companies and organizations use different methodologies and frameworks to guide and structure the way they work. Although some are industry specific, most share common aims like wanting to increase efficiency & consistency, improve the quality of their outputs or having to meet certain regulatory requirements to name just a few. Some of these resonate strongly with the Client Centric philosophy like Service Management as defined by the ITIL framework which I've championed for example. But I'm curious to the thoughts and experiences of the Thought Leaders here!
- With which industry best practices or business frameworks does the XM methodology work best with in your view?
Right then, this is a very interesting post, Steve, thank you. This is something ive peen a part of myself and seen a number of “industry” organisations try to introduce - An industry standard for CX. Of course, what makes it the standard is adoption.
For me, any “framework” will work best when it takes into account the needs of stakeholders (in or outside the org) as well as the needs of customers. This is of course difficult to achieve in one model so looking for customer centric models that integrate with others is a great approach. A few that come to mind:
Design Thinking - Feels like a natural fit. Its focus on empathy and user feedback slots right into XM's core of improving experiences. XM gives the data for the "empathise" and "test" bits, keeping solutions people-focused.
Lean and Six Sigma - Adding the customer's voice via XM can really boost these. Knowing customer gripes helps find where waste hurts their experience. Measuring how changes affect customer satisfaction (or a key XM measure) means efficiency doesn't hurt customer relations.
Agile - Its iterative nature and customer focus links well with XM's constant feedback. Agile teams can use XM data to prioritise what customers want and adapt quickly. This keeps development on track for customer value.
Basically, I dont think its about about one perfect XM framework, but cleverly adding its ideas into what you already do. Adding the experience view makes sure you're not just efficient, but properly customer-focused.
Interested to hear what others think works well with XM!
