Why should organizations invest in managing the experiences of the people who interact with them? Because experiences are how people interface with the world. Every time someone interacts with an organization, they will have an experience, and it’s up to the company to shape whether that experience is good or bad. Organizations, therefore, need to understand and account for how people actually process their experiences. To help them do this, the XM Institute has created the Human Experience Cycle, which is a simplified view of this very complex system and includes elements like expectations, perceptions, attitudes, and behaviors.
Watch this video to learn how the Human Experience Cycle works and how you can design better experiences by managing each element of the Cycle.
If you like the content of this video and would like to learn more, check out our Launchpad on Understanding Human Behavior.