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Design the system. Harness the signals. Deliver measurable experience value.

EXPERIENCE MANAGEMENT (XM)

Connect with Capella
Design the system. Harness the signals. Deliver measurable experience value.

EXPERIENCE MANAGEMENT (XM)

Capella’s Experience Management (XM) practice unifies how experiences are designed, measured, governed, and improved across customers, employees, partners, and products. We combine human‑centered insight with data‑driven intelligence and disciplined execution to turn experience signals into strategic action and sustainable performance.

XM Strategy

Define the experience ambition, scope (CX/EX/PX/BX), principles, and north star. Align leaders, prioritize high‑value journeys, and map an XM roadmap that links initiatives to outcomes and ownership.

Signals Engine

Design an integrated listening architecture: relationship + transactional surveys, behavioral/operational data, digital footprints, and VoC/VoE feeds. Map signals to journeys and MOT for RTV

Experience Intelligence

Apply analytics that explain the “why”: text and sentiment intelligence, driver/causal analysis, journey analytics, and predictive models (e.g., churn propensity, adoption likelihood, episode impact).

Action Workflows

Stand up close‑loop processes, alerts, and case routing with role‑based playbooks and SLAs. Orchestrate experience fixes from frontline to back‑office, documenting impact and learnings.

XM Governance

Operationalize XM with clear roles, decision rights, cadence, and standards. Establish an XM council/TMO, harmonize question banks/scales, and embed privacy, accessibility, and data stewardship.

Value Tracking

Connect experience metrics to operational and economic outcomes. Build dashboards and benefit logic to track improvements against retention, NRR/CLV, cost‑to‑serve, cycle time, quality, and risk.

XM Powered by Experience Data & Operational Data

Capella provides the strategy, operating model, governance, analytics design, and experience frameworks.
Our SaaS partners provide the technology to operationalize the discipline.
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Strategic & Consulting Grade
EXPERIENCE MANAGEMENT (XM)
Experience is now a strategic capability, not a one‑off initiative. XM connects what people feel with how the organization runs linking experience signals, analytics, decisioning, and action workflows across journeys and functions. Capella builds XM as a working operating system for experience: consistent, scalable, and owned by the organization.
Vision, scope, experience principles, and enterprise alignment.

Always‑on listening across journeys/channels for CX/EX and more.

Text/sentiment analytics, drivers, journey analytics, predictive models.

Alerts, routing, playbooks, and closed‑loop routines across teams.

Roles, decision rights, cadence, and standards for consistent practice.

KPIs, dashboards, and benefit realization aligned to P&L and risk.

Capella XM Value Promise

Clarity you can act on. Outcomes you can measure.

Capella blends experience strategy, signals intelligence, governance, and enablement so leaders can see what matters, decide faster, and deliver experience improvements that move loyalty, efficiency, and growth.
Transform Your Organization with Capella

Experience Management (XM)

A connected system for understanding people, improving interactions, and driving measurable business impact.

XM Strategy

Define the experience ambition, scope (CX/EX/PX/BX), principles, and north star. Align leaders, prioritize high‑value journeys, and map an XM roadmap that links initiatives to outcomes and ownership.

Signals Engine

Design an integrated listening architecture: relationship + transactional surveys, behavioral/operational data, digital footprints, and VoC/VoE feeds. Map signals to journeys and moments of truth for real‑time visibility.

Experience Intelligence

Apply analytics that explain the “why”: text and sentiment intelligence, driver/causal analysis, journey analytics, and predictive models (e.g., churn propensity, adoption likelihood, episode impact).

Action Workflows

Stand up close‑loop processes, alerts, and case routing with role‑based playbooks and SLAs. Orchestrate experience fixes from frontline to back‑office, documenting impact and learnings.

XM Governance

Operationalize XM with clear roles, decision rights, cadence, and standards. Establish an XM council/TMO, harmonize question banks/scales, and embed privacy, accessibility, and data stewardship.

Value Tracking

Connect experience metrics to operational and economic outcomes. Build dashboards and benefit logic to track improvements against retention, NRR/CLV, cost‑to‑serve, cycle time, quality, and risk.

Build Your Experience Management System with Capella

Connect with Capella
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