Which competency focuses on creating the skills and support necessary for XM?

The competency that focuses on creating the skills and support necessary for Experience Management (XM) is "Activate." This competency emphasizes mobilizing and equipping people within an organization with the tools, knowledge, and resources they need to successfully implement and sustain XM initiatives.

In the context of XM, activating the right skills and support means ensuring that employees are not only aware of the importance of experience management but also have access to training, technology, and leadership support that empower them to take action. This involves fostering a culture that prioritizes feedback and experience insights, enabling teams to effectively respond to and improve customer and employee experiences.

This competency is fundamental because without activation, even the best strategies for XM can fall flat: organizations need to cultivate a workforce that is prepared and motivated to engage in the processes of collecting, analyzing, and leveraging experience data to drive improvements.