Hi, this is Greg Keltstrom. Welcome to the Agile World Podcast, where we discuss customer

experience, employee experience, and transformation in an Agile age. The Agile World Podcast is

brought to you by TechSystems, an industry leader in full-stack technology services, talent

services, and real-world application. For more information, go to techsystems.com.

To read more about the topics discussed on this show, you can go to my website at the

Agile.world and read my latest articles or get a copy of my latest book, the Center

of Experience, a blueprint for creating an experienced led organization, now available on Amazon

and other retailers. Hi, I'm Greg Keltstrom. Welcome back to the Agile World Podcast. Today,

I'm going to talk about preparing your organization for experience optimization. I'm going to

talk about this for both customer and employee experience. While leadership and everyone

in your organization may be all in on agreeing that investments in CX and EX are important,

they may not always understand the implications of doing so, or in not only creating these

platforms, implementing processes, but undergoing a long-term optimization effort. Once you

put these things in place, you obviously have to keep continually improving them, which

includes measurement, as we talked about in the last episode. Unlike a lot of other more

siloed efforts experience takes a lot of coordination, whether it's between HR and IT on the employee

experience side or marketing and IT or communications on the CX side. In order to ensure there is maximum

buy-in, follow-through and mutual understanding of what a successful holistic experience platform

looks like needs to involve stakeholders from across the organization to get involved. There's

several questions that I'm going to go through here that I recommend you ask as you plan your

measurements and I'll discuss over the next few minutes. First, let's talk about what are all

your customer touchpoints, starting on the CX side. It seems obvious, but there's a lot of effort

...