If your Experience is focusing too much on metrics and not enough on change, it is most likely missing the mark. In this Harvard Business Review article, Ryan Smith and Luke Williams, co-founder and head of Customer Experience at Qualtrics, unbundle aim and Intention from measures and metrics. They suggest that:
- Experience must be based on change that is rooted in the why of work.
- Experiences must add value, have purpose, and be about meaningful change – not just about measurement.
All organizations rely on data to mark progress toward goals and ensure that Intention is activated in service of a better outcome. When it comes to “Big E Experience” in health care – creating meaningful and memorable experiences for team members, providers, patients, and guests – our Intention sets us on the positive path for change and our data helps us verify that we haven’t strayed from the path.