Positive experiences for employees are the foundation of exceptional experiences for customers. An Experience Management Office (XMO) enables organizations to create that foundation and engender a culture of service excellence that benefits both employees and customers. In this session, ISG’s Kevin Turner will explore the key elements of a successful XMO, including cross-functional teams, feedback mechanisms, data analytics, communication and governance. Attendees will gain practical insights into building an XMO that drives employee engagement, customer loyalty and business performance.