Why you need a formal Human Experience (HX) Strategy

“let's use robots to handle non-human tasks, so that we can focus on enhancing human-centric ones” – Nick Webb

In the age of Artificial Intelligence (AI), it's tempting to think that we should replace humans with robots across the board. And in some cases, that's indeed a valid approach – let's use robots to handle non-human tasks so that we can focus on enhancing human-centric ones. To succeed in 2024 and beyond, having a well-defined Human Experience (HX) strategy is essential, enabling you to provide positive experiences for everyone within your experiential ecosystem. This encompasses employees, customers, partners, vendors, your community, and all others your organization engages with.

Organizations that implement formal HX strategies experience remarkable benefits: increased revenue, enhanced experiences for both employees and customers, and a drive towards innovation and future readiness. Here are my four tips for crafting your HX strategy:

Tip One

Understand Your Baseline Expectation

Start by grasping the baseline level of expectation from customers, employees, and other stakeholders across the five stages of their experiential journey. Knowing this current state sets your foundation.

Tip Two

Embrace Innovation

Develop an integrated strategy to collaborate with stakeholders and leaders within your organization. Identify new innovations that elevate the overall experience and value for everyone within your ecosystem. Remember, human experience is inherently an innovation activity.

Tip Three

Formulate a Formal HX Strategy

Create a comprehensive human experience strategy supported by a dedicated team, a budget, and backing from the board.

Tip Four

Implement an Innovation Pipeline

To maintain continuous insights and measure progress, establish a formal innovation pipeline that continually enhances the delivery of experiential value to your entire ecosystem. This ensures that you're consistently evolving to meet and exceed expectations.

Prioritizing human experience and innovation is not just a strategy for success – it's a pathway to thriving in the ever-evolving landscape of 2024 and beyond. #HumanExperience #HX #Innovation #FutureReadiness

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