Agility and experience management work better together
strategy+business|Winter 2020
Many companies achieve early wins with separate transformational efforts, then stall. But if combined and enhanced using “return on experience,” or ROX, measures, these two programs can unlock each other’s potential.
Sujay Saha, Matt Egol, and Matthew Siegel
Agility and experience management work better together

The leaders of the financial firm’s business transformation had reason to be proud. They’d been getting good results in their efforts to embed agile methods in the company’s operations. In the credit card contact center, for instance, they’d slashed the trouble ticket backlog by 97 percent in the first year of their initiative and reduced training time for new hires from five days to less than two.

Yet the leaders had found it difficult to scale agile across the entire organization. They struggled to identify, prioritize, and activate the program’s highest-value applications after their initial success. And they were no better at consistently and comprehensively measuring the impact of the opportunities they did pursue.

Enterprise agility was not the only initiative to run aground at the firm. The chief customer officer had been building an experience management (XM) discipline — tracking customer journeys, collecting data from customers and employees worldwide, and compiling findings so leaders could more readily identify, prioritize, and activate continuous improvement opportunities. But the firm struggled to scale XM across functions.

This story is from the {{IssueName}} edition of {{MagazineName}}.

Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.

This story is from the {{IssueName}} edition of {{MagazineName}}.

Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.

MORE STORIES FROM STRATEGY+BUSINESSView all
Transforming information into insight
strategy+business

Transforming information into insight

Focus on six organizational elements to build a world-class data and insights capability.

time-read
8 mins  |
Winter 2020
THE URGENT NEED FOR SOPHISTICATED LEADERSHIP
strategy+business

THE URGENT NEED FOR SOPHISTICATED LEADERSHIP

The pandemic has highlighted a series of paradoxes inherent to the work of leaders. What comes next will depend on how well leaders face up to them.

time-read
10+ mins  |
Winter 2020
The road to successful change is lined with trade-offs
strategy+business

The road to successful change is lined with trade-offs

Rather than trying to convince people your change initiative is the right one, invite them to talk openly about what it might take to implement it: the good, the bad, and the frustrating.

time-read
10+ mins  |
Winter 2020
Sustaining productivity virtually
strategy+business

Sustaining productivity virtually

Maintaining productivity levels among remote employees is an enduring challenge. Here are five ways to help businesses and employees thrive while people work at home.

time-read
7 mins  |
Winter 2020
FORWARD TO normal
strategy+business

FORWARD TO normal

Entertainment and media companies are building business models that are resilient to the enduring changes in consumer behavior ushered in by COVID-19.

time-read
10+ mins  |
Winter 2020
How leaders can promote racial justice in the workplace
strategy+business

How leaders can promote racial justice in the workplace

Embrace four principles to turn today’s diversity, equity, and inclusion initiatives into sustained progress.

time-read
9 mins  |
Winter 2020
CREATING THE OFFICE OF THE FUTURE
strategy+business

CREATING THE OFFICE OF THE FUTURE

In a remodeled world, it is vital for companies to reinvent ways of working.

time-read
10+ mins  |
Winter 2020
Consumer companies must take leaps, not steps
strategy+business

Consumer companies must take leaps, not steps

As shoppers show how quickly they can adapt to external shocks, retailers will need to radically reconfigure their business models.

time-read
7 mins  |
Winter 2020
Businesses can fast-track innovation to help during a crisis
strategy+business

Businesses can fast-track innovation to help during a crisis

“Unrealistic” timelines can actually work. Here’s how.

time-read
5 mins  |
Winter 2020
Agility and experience management work better together
strategy+business

Agility and experience management work better together

Many companies achieve early wins with separate transformational efforts, then stall. But if combined and enhanced using “return on experience,” or ROX, measures, these two programs can unlock each other’s potential.

time-read
7 mins  |
Winter 2020