An instrumental part of solving the challenge of improving people’s experience of work is getting to know the people and the context and understanding the bases of their perceptions, motivations, and needs. Doing so typically requires a blended approach. Ask diverse segments of your population to assess their experiences and then contextualize the data through observation and conversations with a representative subset of individuals you truly empathize with and understand on a deeper level. Together with making sense of all inputs, the blended approach enables you to discover the full story so that you can develop actionable insights targeted at solving the right challenges with the best solutions.
For several years, we at TI People have had the privilege of working with prominent brands around the world who have expressed, with increasing urgency, the need to assess the experiences people are having with their organization in a more actionable way. While many of these organizations have been capturing employee feedback for years, they lack the means to accurately capture interaction-based data that leads to meaningful improvements in experience.
To meet this need, TI People began experimenting with the notion of assessing interactions. We learned that by assessing interactions from the beginning-to-end of the people’s journey with the organizations, we could help organizations target opportunities that have a profound impact on people and the business – those opportunities that we encounter in everyday work life and when on the front-line.
Today, TI People is pleased to introduce the EXI Experience Intelligence Solutions or EXI for short. The EXI, based on a validated framework and a validated set of a vast number of data points collected across many global organizations, is intended for organizations to use to gain an initial view into the multitude of interactions and touchpoints that create the holistic human experience of work and all its complexity. Next, as the name suggests, EXI pinpoints (through first-hand feedback) experience highs, lows, and gaps. It identifies the interactions that have the most influence on people’s overall experience. Finally, through a variety of applied analytical methods, the output of the EXI guides organizations towards the opportunities the people value most and those that will yield the most impact on business performance.
The EXI leverages standard customer experience metrics such as NPS and CSAT. Its interaction-based nature separates it from other diagnostics and surveys which claim to measure experience. It is sufficiently flexible to run on most platforms and is now available on the QualtricsXM platform. We invite you to learn more about The EXI at https://fount-ex.com/experience-management-solutions
In our next post, we will further discuss Getting The Human Experience of Work Right and address why it’s essential to take on more than assessments before proceeding with designing and developing solutions.