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ExperienceOps

ExperienceOps /īˈden(t)ədē ops/ (n)​

your operating model for the people, process, and technology that identifies, designs, deploys, and optimizes critical customer moments

Getting Experiences Right

ExperienceOps means getting a lot of things right, with your people, processes and technology being the most critical. Organizing your internal and external teams into the right roles with the right responsibilities is essential. Workflows and processes ensure quality and streamline time-to-market. And the right tech makes all those moments of truth happen.

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People Questions

  • Do you have the right people?

  • Who owns what experiences?

  • Do you have the right roles defined?

  • Do you have a responsibilities matrix?

  • Do you have a governance model?

  • Should any talent be external?

  • How do we help people get better?

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Process Questions

Technology Questions

  • ​What is your "return on experience"

  • Who approves new experiences?

  • How do you measure performance?

  • Is your process experience-first?

  • Do you map experiences to customers?

  • Can you personalize experiences?

  • Do you identify next-best-experience?

  • What experience tech do you have?

  • Do you activate the right channels? 

  • Is the tech integrated across experiences? 

  • How does identity power activation?

  • Do you automate decisioning?

  • Are competitors out-experiencing you?

  • Is your tech stack future-proofed?

ExperienceOps Solutions for RightNow

Advisory

Return On Experience

Accelerator

Assess your highest value channel and quickly identify CX improvements

  • Experience audit of most active channel

  • Benchmark experience for 3 segments using “Return On Experience” framework

  • Deliver ExperienceOps Roadmap

Execution

Experience Optimization

Transform a single channel experience to align with short-term business goals

  • Design and architect end-to-end UX

  • Implement channel (CX) improvements

  • Implement internal (EX) improvements

  • Rapid release lab to test / iterate vs. KPIs

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