Driving business success with Experience Management and Enterprise Agility
Fanie Snyman from eNspiration shares his thoughts on how organizations can harness enterprise agility with experience management to drive business success.
Companies must quickly adapt to today’s fast-paced and ever-changing business landscape. Not only to survive but to thrive. The pandemic was a wake-up call for many organizations, forcing them to re-examine their strategies and operating models.
The choice is clear: Companies must rewire for speed and flexibility.
To do this, they must embrace digital-era leadership and cultivate a culture of agility.
Return on Experience
Historically, companies have focussed on traditional metrics like Return on Investment (ROI). But when you focus on financial outcomes alone, you lose touch with customers and the heart of your business.
Customers care about experiences, and companies that prioritize them will have a competitive edge. Return on Experience (ROX) measures the value of customer experiences and their impact on company success. ROX is a powerful instigator, enabled for cultural evolution, top-line growth and long-term profitability.
Aligning LX (Leadership Experience), CX (Customer Experience), and EX (Employee Experience)
To improve ROX, companies must take a customer-centric approach to business. This requires a fundamental shift from thinking about products and services to customer experiences; and from company processes and benefits to employee experiences. This shift will enable companies to create a ROX design that aligns LX (Leadership Experience), CX (Customer Experience) and EX (Employee Experience).
A ROX design that aligns LX, CX and EX can equip the organization for a more effective transformational journey. Redesigning these three elements together is the most effective and scalable way to influence a company’s culture and shape its future.
Improvements to customer journeys are a big part of improving CX, but employee behaviour is a fundamental driver of CX. When employees feel good about what they do and are empowered, they gain motivation and pride and help to power up the movement. EX and CX create a continuous circle of good emotional energy.
Culture of agility
To achieve this, businesses must overcome cultural barriers and cultivate a culture of agility. Many firms still operate in an industrial-era management style, which follows the old playbook of command and control leadership, bureaucratic work structures, and steep hierarchies of authority.
This is insufficient when change is constant and yet unpredictable. To move fast and disrupt, organizations must fully transition to a digital-era leadership where the primary goal is delivering value to customers and the firm dynamic is a horizontal hierarchy of competence.
Cultural behaviour change and experience management are by-products of agile delivery. Culture is a collection of traits, feelings, beliefs and rewards that determine how work gets done. Behaviours are how these internalized systems (attitudes, beliefs and values) are expressed. They translate values into tangible, observable, and measurable elements that can be implemented, assessed, and improved. These values can be gamified to identify and promote desired outcomes (like gaining knowledge or adopting corporate culture) and desired behaviours (such as innovation and collaboration).
When leaders delegate into a trustworthy system to get a reliable and predictable output, it invites participation into a system that can start to change cultural attributes.
In conclusion…
To drive business success, companies must prioritize ROX and cultivate a culture of agility. Measuring and improving ROX requires a customer-centric approach and a fundamental mindset shift. Companies that embrace these will have a competitive edge in today’s business landscape.
About the author
Fanie Snyman is a gamification strategist and provides expertise in strategy execution, enterprise agility, performance management and performance gamification.
Fanie is the DNA behind eNspiration — a digital strategy execution approach that combines strategy execution, agility and gamification. eNspiration, coupled with our RateMyService experience management platform, enables the prioritization of ROX and cultivates a culture of agility.
Fanie can be reached at Fanie.snyman@e-volve-solutions.com.
