Part 2 of our series on XLAs reveals 4 mistakes that enterprises make in rolling out an experience management program. Neil Keating, co-founder, and Chief Experience Officer of Bright Horse gives real-world examples of these 4 mistakes – and how to avoid them. Do you see any of these mistakes in your organization?
- KPIs that have nothing to do with experience.
- Mismatched expectations about what an experience management tool can/cannot do.
- Using surveys the wrong way.
- Not making the right organizational changes and/or not having the right level of senior leadership involved.
To find out more about how to have a successful rollout of an experience management program that may include XLAs, please see Neil’s additional suggestions and tips at https://www.brighthorse.co.uk. For more information on how digital workplace transformation is having a real impact on enterprises of all types around the world, please visit www.unisys.com/digitalworkplace.
If you missed the first episode in this series on XLAs, click here.