Aimee Lucas
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Articles attributed to Aimee Lucas
The Five Essential Elements of CX Program Governance
Organizations do not become customer-centric overnight. Customer experience (CX) transformation requires organizations to maintain a systematic focus on making changes over multiple years and across a...
By Aimee Lucas, Bruce Temkin, Isabelle Zdatny
Four Categories of CX and EX Alignment
As the employee engagement virtuous cycle points out, there’s a critical link between employee experience (EX) and customer experience (CX). Organizations need great EX to sustain great CX. As Exper...
By Aimee Lucas, Benjamin Granger
Driving Action From Journey Maps
Journey mapping is now a staple activity for many Experience Management (XM) teams. However, despite the – often significant – amount of time and resources organizations invest in developing these...
By Aimee Lucas, Isabelle Zdatny
Five Elements of Successful XM Ambassador Programs
We often work with organizations that want to drive large-scale change. To succeed, they need to blend top-down leadership with bottoms-up engagement. One of the tools that can enlist the required lev...
By Aimee Lucas, Bruce Temkin
Introducing the XM Professional (XMP) Certification
We’re very excited to announce that Qualtrics XM Institute is launching the XM Professional (XMP) Certification. This certification is the world’s first credential that recognizes an individual’...
By Aimee Lucas
Modern XM Requires Less Fragmentation and More Alignment
XM Institute has discussed how organizations will need to modernize their Experience Management (XM) efforts in order to fully master the capabilities of continuously learning, propagating insights, a...
By Aimee Lucas
What You Need to Know: Critical Areas of Expertise for XM Professionals
As the discipline of experience management (XM) becomes an integral part of more and more organizations’ strategies, the importance of knowledgeable, skilled XM professionals also rises. These inter...
By Aimee Lucas
Three CX Principles That Can Help Propel EX
One of the great things about working with my fellow XM Institute catalysts is how our exchange of ideas and experiences broadens our collective perspectives. And because so much of my work and resear...
By Aimee Lucas
B2B CX Management Efforts Have Room to Improve
Managing CX in a business-to-business (B2B) organization requires navigating a complex environment. These organizations have to account for multi-faceted customer relationships as they serve different...
By Aimee Lucas
Questions About Government CX, with Answers for All CX Programs
A couple of weeks ago, I joined a group of customer experience (CX) professionals who work across a variety of Federal Government agencies here in the U.S. for a virtual question and answer session. I...
By Aimee Lucas
Consider the Employee Journey When Improving Workplace Experiences
Engaged employees make a big difference inside organizations because of the higher level of commitment and contribution they bring to their work. However, many organizations still struggle to manage e...
By Aimee Lucas
How Do You Engage Employees? Adopt the Five I’s
So how can companies tap into this value? By focusing on a set of activities that we call the Five I’s of Employee Engagement: Inform. Provide employees the information they need to understand...
By Aimee Lucas
Effective Communication: A Critical Skill to Propel XM Success
In a world where humans are inundated with messages 24/7 through a myriad of channels from a variety of sources, it’s a challenge to cut through the noise to reach employees with important informati...
By Aimee Lucas