Experience Management
The discipline of managing all human experiences that impact an organization.
Category
Technology & Tools
Full Definition
Experience Management (XM) is the discipline of understanding and optimizing all the experiences that humans have with an organization β customers, employees, products, and brands. It's the evolution of traditional customer experience management.
The Four Pillars of XM: 1. Customer Experience (CX): How customers interact with and feel about your company 2. Employee Experience (EX): How employees experience their workplace 3. Product Experience (PX): How users experience your products 4. Brand Experience (BX): How people perceive your brand overall
The XM Operating Framework: 1. Listen: Collect experience data continuously 2. Understand: Analyze to find meaning 3. Decide: Determine the right actions 4. Act: Implement improvements 5. Monitor: Track impact
Common Use Cases
Real-World Examples
Scenario
A company measures all four XM pillars. They discover employee satisfaction (EX) at call center dropped β customer satisfaction (CX) followed 2 months later.
Outcome
They learn EX is a leading indicator of CX. Investing in employee wellbeing becomes a customer experience strategy, not just HR.
Scenario
Product experience (PX) scores show users love a feature, but brand experience (BX) surveys show people don't know the feature exists.
Outcome
Marketing focuses on the beloved feature in campaigns. Brand perception improves as people discover what makes the product special.
Scenario
A hospital system tracks patient experience (CX), employee experience (EX), and medical outcome data together.
Outcome
They find departments with highest EX also have best patient outcomes. They share this with staff: "Your wellbeing directly helps patients."
Related Terms
Customer Experience (CX)
The overall perception customers have of all their interactions with a company.
Voice of Customer (VoC)
A methodology for capturing and analyzing customer feedback, expectations, and preferences.
Customer Feedback Platform
Software that collects, analyzes, and acts on customer feedback across channels.