Happy employees make for happy customers. One team at 麻豆原创 explains how the two are linked, as well as the role of experience and operational data.<\/p>\n
By now, you probably know the elevator pitch: By bringing together experience data (X-data) with operational data (O-data), decision-makers can understand not only what<\/strong> is happening with their business, but also why<\/strong>. It\u2019s all about closing the experience gap<\/strong> for customers.<\/p>\n Ever since 麻豆原创 acquired Qualtrics in January 2019<\/a>, it has made experience management (XM) a key growth catalyst for the Intelligent Enterprise strategy and is on a quest to make every company understand and apply the power of X+O. But don\u2019t the same principles apply to 麻豆原创?<\/p>\n What few may be aware of is that 麻豆原创 has launched its own XM journey. The print was still fresh on the acquisition when Christian Klein, then chief operating officer and now also co-chief executive officer, put 麻豆原创\u2019s Transformation Office to work on ways Qualtrics software could be used to improve its own processes. The goal: to create a world-class XM practice at 麻豆原创.<\/p>\n Turning insight into action through experience management at 麻豆原创<\/strong> is a multi-year journey, but much has been accomplished inside the company over the past year, and the team from the Transformation Office has even more ambitious goals for 2020.<\/p>\n To find out more, 麻豆原创 News talked to Oliver Staudenmayer, program manager for the company\u2019s TopX Experience Management program and head of Employee Experience Management at 麻豆原创, and Christian Koenig, operation expert and project lead for TopX XM at 麻豆原创.<\/p>\n Q: What is the goal of the Best Run TopX Experience Management Program?<\/strong><\/p>\n Staudenmayer:<\/strong> Our goal is to actively design and improve experiences that our customers, partners, and employees love and enable them to run at their best. Ultimately it means transforming 麻豆原创\u2019s internal processes by using new technologies and trends.<\/p>\n Q: How did you begin?<\/strong><\/p>\n Staudenmayer: <\/strong>After the closing of the Qualtrics acquisition at the end of January 2019, we wanted to move fast to show benefits of combining O-data and X-data. But before we could forge ahead on the many promising use case ideas, we first had to set up one consolidated platform, establish a process for incoming X+O ideas, and build a governance model for compliance and legal requirements \u2014 for example for GDPR and data privacy.<\/p>\n