XMM
XLA® Institute Maturity Model
Co-developed between XLA Institute and our Founding and Premium members, the XLA Institute Maturity Model (XMM) enables organizations to assess, manage, track, and roadmap their Experience Management maturity across 15 key aspects and five maturity levels.
At its peak, the model supports the adoption of an XM-centric operating model, where business outcomes are the leading drive for business decisions. The XMM is a robust indicator to your customers that you as a corporate organization are dedicated to providing an experience-centric approach.
XLA® Institute Maturity Model
Co-developed between XLA Institute and our Founding and Premium members, the XLA Institute Maturity Model (XMM) enables organizations to assess, manage, track, and roadmap their Experience Management maturity across 15 key aspects and five maturity levels.
At its peak, the model supports the adoption of an XM-centric operating model, where business outcomes are the leading drive for business decisions. The XMM is a robust indicator to your customers that you as a corporate organization are dedicated to providing an experience-centric approach.
Why Should you Follow the XMM?
Once you realize there’s an "Experience" in everything, and that improving Experience delivers real outcomes, you’ll understand its transformative power:
- Employee Experience → Significantly higher productivity
- Customer Experience → Stronger loyalty and retention
- Brand Experience → Genuine differentiation (experiences are far harder to copy than features)
- And much more
To harness this potential, you’ll want to either build Experience Management capabilities in-house or partner with providers operating at a higher maturity level.
The XLA Institute provides training in Experience Management and XLA design, while the XMM (Experience Maturity Model) maps how to apply that training in the real world.
What does the XMM Include?
The XMM describes how to operate at each level and dimension and includes a list of observable evidence to confirm maturity.
How can you access the XMM?
To review and learn from the XMM, we have released a Member Portal, currently in a Beta phase. This portal is designed to be a user-friendly platform, allowing organizations to easily navigate the maturity model, perform assessments, and track their progress. Additionally, corporations can conduct multiple assessments in parallel, tailored to their specific scope and needs.
Who is the XMM for?
The XMM is for any Corporate, Managed Service Provider (MSP) or Independent Software Vendor (ISV) who currently hold an XLA Institute membership and want to scale their or their customer's XM maturity.
For Corporate Organizations
Access to the XMM (Experience Maturity Model) through the Member Portal requires a corporate membership. This membership not only grants access to the XMM but also includes learning resources and premium content, empowering your organization to achieve Level 1 maturity in Experience Management.
For MSPs & ISVs
Managed Service Providers (MSPs) and Independent Software Vendors (ISVs) can extend XMM access to their corporate customers, enabling them to advance their XM maturity.
This access allows customers to leverage the XMM’s framework, learning materials, and premium content to achieve Level 1 maturity and beyond.
The XLA Institute will aggregate assessments for benchmarking, using an industry/sector taxonomy to provide tailored insights by sector.
The XLA Institute Maturity Model is widely adopted by the industry. MSPs are self assessing their own maturity so they can differentiate their capabilities for their customers.
Interested in Learning More?
Contact us below for all queries related to the XMM, how your organization could use it and the benefits it will bring.