Who Owns User and Customer Experience Management?

There is growing industry attention to user, customer, and digital experience management—often condensed by the acronym UEM for “user experience management.” This attention is more than justified, but most of the buzz leaves out critical questions like, “What is user experience management?”, “Who really runs (or who should run) the UEM show in the digital age?”,

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Change Management—The Big Picture

This is the first of a three-part series on change management. In this blog, I’ll try to answer the question, “What is change management?” from both a process and a benefits (or use-case) perspective. In the second installment, I’ll address best practices for both planning for and measuring the success of change management initiatives. I’ll also examine some of the issues that EMA has seen arise when IT organizations try to establish a more cohesive cross-domain approach to managing change.

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