What is a Program?
A Program is the centerpiece of an Experience Management framework, serving as a strategic foundation for orchestrating Customer Experience initiatives.
The core idea behind a Program is to reflect how your experience management strategy aligns with your overall business strategy. It also indicates your company's maturity level, as measured through assessments, and consolidates all related elements - such as maps, Personas, Insights, Opportunities, Solutions and Actions - into a single, centralized location.
The primary goal of a Program is to continuously collect, analyze, and improve the Customer Experience. It promotes collaboration across different business units, enabling teams to share knowledge, coordinate efforts and work together more effectively.
A Program embodies the fundamental principles of Journey Management, allowing you to define brand values that should be reflected across all initiatives. It helps build a strategy that supports your business case while establishing the organizational structure with relevant committees and stakeholders involved in the process.
A Program is not a one-off exercise, but rather a repetitive cycle that needs to be updated and revised over time as you deliver on your initiatives.
The Program in Cemantica
In the Cemantica Journey Management platform, you can create and manage Programs to centralize all your Customer Experience (CX) efforts under one unified platform.
Within the Program details, outline the essence of the CX Program, identifying the strategy, brand values, stakeholders, overall scope, and targets to achieve.
More importantly, you can establish relationships by linking your existing Maps, Personas, Opportunities, Solutions and Actions directly to the Program. This interconnected structure ensures all elements are aligned and easily accessible.
The Program board serves as the visual hub where you can create, manage, and oversee your programs. It enables you to view all relevant linked items in one place, facilitating efficient management and strategic oversight.
Watch a short demonstration for an overview of how you can set up, manage, and summarize the CX Programs in your organization.