02 — Capability · BC-460.50
Experience Improvement
Turn what measurement reveals into fixes that ship, prioritized by customer impact and tracked until the measure moves, so the feedback program produces change and not just dashboards.
- CX Governance
- Experience Backlog
- Continuous Experience Improvement
In scope
- A prioritized backlog of experience problems with owners
- Business cases for experience investments
- Tracking of improvement outcomes against the metrics
Out of scope
- Process redesign execution in the owning function (see BC-190)
- Funding and portfolio decisions (see BC-180)
Decomposes into · 3
- BC-460.50.10Experience BacklogMaintain one ranked list of experience problems across journeys, each with evidence, affected volume, owner and status.
- BC-460.50.20Experience Investment CasesQuantify what fixing an experience problem is worth in retention, cost and revenue so it can compete for funding on equal terms.
- BC-460.50.30Improvement Outcome TrackingConfirm after a fix ships whether the targeted measure and the related business outcome moved, and keep or revise the approach accordingly.