As you think about your experience management (XM) efforts, its important to understand how people flow through the experiences in their lives as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, Ive created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:
Expectations: What a person anticipates will happen during an experience.
Experiences: What actually happens to a person during an interaction.
Perceptions: How a person views an experience based on their expectations.
Attitudes: How someone feels about the organization.
Behaviors: How a person choses to interact with an organization.
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