Grow experience strategy from business strategy
Know your customers and the experiences they truly value
Design experiences to integrate physical and digital world
Architect IT around customer journeys
Architecting technology around customer journeys -- instead of around products, functions or lines of business -- allows for the agility and responsiveness customers demand.
Operationalize experience delivery
Operationalizing experience delivery across functions, and the wider ecosystem, makes it more likely you'll be able to deliver the desired experience again and again.
Build customer-centered talent and shape culture
Building customer-centered talent -- and shaping a culture that values, creates and builds upon experience excellence -- aligns your people with purpose.
Measure experience and business outcomes
Measuring experience and business outcomes -- combining accountability with incentives -- makes it all possible.