is a unique CX tool developed by Integria to help companies develop effective customer experience strategies. It is based on an integral approach originally developed by Ken Wilber. The Integral Approach is a philosophy that views everything from a holistic point of view — recognizing that there is a visible and an invisible part of any event or entity, as well as individual and collective components that describe that object’s relationship to an external world.
You can read more about using integral approach to CX in the book Customer Experience 5
in the chapter written by Olga Guseva, Managing Partner of Integria Consult.
Below is a list of questions to help you fill out the Strategic Map for your organization. You can use it as a guide to create your As Is Strategic Map, and then move on to create the To Be map, which describes the desired state of things. By using the integral approach, you can be confident that you are not leaving any blind spots and that you are paying attention to all the areas that are critical to the success of your CX strategy.