5. Adopt agile ways of working, measure, and optimize
To transform experiences at scale, agile methodologies are critical. Prioritize the pursuit of exceptional experiences over rigid adherence to process. Use sophisticated measurement capabilities that blend data and design insights to support the continuous creation of the next best experience. In this way, teams can make ongoing improvements and monitor the health of experiences over time and across organizational layers.
We worked on an experience-led project with a global biopharmaceutical organization toward the end goal of creating a flexible resourcing model. We put the needs of people first at every stage of the project and today, they can more easily tackle multiple priorities, adapt quickly, and ship more regularly. The result is a better experience for both employees and customers.
Ultimately, if you want to thrive in the experience economy, the time to act is now, and these five principles provide the core building blocks of success.