2025 Schedule
Session 403: University of Alaska: Shattering Silos: Extending Experience Management Beyond IT
Joe Fugere (IT Service Center and Experience Director, University of Alaska Anchorage)
Andrea Miller (IT Services Business Manager / Experience Aficionado, University of Alaska Anchorage)
Date: Thursday, November 20
Time: 10:15 am - 11:15 am
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Connecting the Dots: Frameworks and Methodologies, Driving Strategic Decision-Making
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
Join the University of Alaska Anchorage's (UAA) IT Experience Management (XM) Team on a two-year journey that began with a deep dive into IT's key touchpoints with students, faculty, and staff. This initial exploration laid the foundation for a broader evolution—partnering strategically with UAA's Student Success and Employee Experience departments to help them apply the same XM principles to their unique audiences.
In this presentation, we'll share how the IT XM Team influenced leadership within these departments to embrace and lead their own XM initiatives. We'll walk through the IT XM team's approach to setting the stage—providing the structure and tools—while empowering each department to own and drive their efforts toward business outcomes they are out to achieve.
We'll also showcase the tools used throughout the journey, including Journey Maps and Feedback Trends, to uncover customer experience gaps. We will also share some of the Prioritization Matrices, Experience Level Agreements (XLAs), and Experience Reference Matrices (XRMs) used to define, prioritize, and measure the impact of their experience initiatives.
Takeaway
Key Takeaways:
1. Practical steps for launching an Experience Management (XM) journey—even without a dedicated team or budget.
2. How to assess your team's current effectiveness in delivering strong customer experiences.
3. How to bridge the gap and become a strategic XM partner with non-IT departments.
4. How to design impactful, experience-focused initiatives that resonate with your customers.
5. A framework for prioritizing XM initiatives that maximize value and drive meaningful outcomes.