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Strategic Business Initiatives Best Practices ADAPT’s Top Tactics to Drive Experience Maturity by Shane Hill Jul 12, 2023 | 13 mins

Executive Summary

Elevating experience maturity will help organisations capture greater value from operations, customers and ecosystems. By doing so, CIOs will be able to relate the organisation’s experience strategy to its people and technology strategies. The right partnerships are essential for remastering processes and simplifying integration.  

CIOs who partner effectively with other executives can elevate experience maturity by: 

  1. Relating the three experience levers to your organisational context. 
  2. Digitising customer management and unifying insights to improve customer experience and capture greater value from customers. 
  3. Dedicating focus to technology/process simplification to drive greater experiences for employees. 
  4. Improving ecosystem experiences with better integration and digitisation. 

The experience fundamental is depicted below. The subsequent practices will examine the levers that matter, what good looks like – and how to drive change in each of them. 

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