Definition
The tools, processes and methods used to create experiences are critical to tasks being performed well, to engaging and retaining both customers and employees, as well as creating a sustainable set of business practices based around experience.
Too often the platform component of experience is overlooked or assumptions are made that elements simply can’t be changed or might be too complex to change. Some of this is a problem in itself, which has caused organizations to invest in creating component architecture from their formerly monolithic systems.
This component-based mindset allows an organization to be more agile and make changes as needed across the enterprise.
There are six primary components of Platform that we break into three categories:
Related
- Center of Experience
- Brand Experience (Component of the Center of Experience)
- Internal and External Audiences (Component of the Center of Experience)
- Delivery (Component of the Center of Experience)
- Brand (Component of the Center of Experience)
- Governance (Component of the Center of Experience)
- Data (Component of the Center of Experience)
- Environment (Component of the Center of Experience)
- Measurement (Component of the Center of Experience)
- Platform (Component of the Center of Experience)
- Customer-Centric Culture (Component of the Center of Experience)
- Customer Experience
- Employee Experience
- Agile, Customer-Centric Culture
Products
Resources
- Book: The Center of Experience (2020)
- Book: Meaningful Measurement of the Customer Experience (2022)