Building an Environment That Fosters Positive EX
摘要
EX has become a top priority for many organizations. However, implementing EX practices in a sustainable and practical manner at scale remains a significant challenge. In this chapter, we build on organizational effectiveness and diagnostic frameworks to introduce a comprehensive model that guides the implementation of EX initiatives. This model outlines five interrelated dimensions that need to be present to drive successful EX implementation: values, culture, and principles; mandate and strategy; structure; capabilities and skills; and systems of work. We explore these dimensions in detail, highlighting the challenges organizations must address to integrate EX and create lasting value. The chapter concludes with a diagnostic tool to guide practitioners in evaluating the current health of their EX practices and identify actions to move forward.