Kelechi delved into the technology that powers XM, particularly how Qualtrics enables their clients to set up and execute an XM model – and process data at scale. She highlighted the importance of listening, remembering, processing, understanding, and fostering a culture of action, and reminded us, “When anyone is working with you, they expect you to act on the feedback they’re giving you.” XM software serves as a vital component of an organization’s technology stack, enabling the collection of valuable experience-related data and insights. She advised, “Any XM program should include X and O data and be tied to actual business objectives.” For instance, this could be to drive down costs or to improve post-relocation survey satisfaction scores.
The panelists emphasized the significance of X data, which focuses on experiential insights. Unlike traditional O data (operational data), X data captures, analyzes, acts on, and monitors data that reflects people’s experiences with and sentiments about products and services. By leveraging X data and marrying it with the O data we all already have, organizations can transform programs and policies, predict employee attitudes and behaviors, and enhance overall experiences. Matthew shared that “predictive analytics is the next frontier for mobility.”
Further, Matthew noted how having X and O data allows mobility professionals to understand fundamentally what kind of investment to put forward in their program and policies, and bring that insight to internal stakeholders to talk about evolving talent management.