EX Channels refer to the mediums, platforms, and pathways through which an organization interacts with its employees to deliver value, foster communication, and build a supportive workplace culture. These channels include physical, digital, and hybrid environments such as office spaces, intranet portals, internal communication platforms, virtual meeting tools, HR helpdesks, training platforms, and other mediums that facilitate employee interactions and engagement.

In an organizational model, EX Channels are essential for:

• Facilitating employee interactions and engagement: Providing accessible and user-friendly methods for employees to communicate, collaborate, and access resources that support their roles and responsibilities.
• Enhancing the employee experience: Delivering consistent, personalized, and efficient experiences that foster satisfaction, motivation, and loyalty across all stages of the employee lifecycle.
• Supporting organizational processes: Acting as the conduit for onboarding, development, feedback, recognition, and other critical HR and operational activities.
• Driving employee retention and performance: Utilizing effective channels to engage employees, address their needs, and build a culture of trust and belonging.
• Enabling feedback and insights: Creating avenues for employees to share feedback and ideas, empowering organizations to refine processes and improve workplace quality.

**Note: Focus on leveraging channels that align with employee preferences and organizational goals, while avoiding overinvestment in channels that do not contribute significantly to employee engagement or productivity.

EX Channels are not directly costed because they serve as enablers rather than value creators on their own. Instead, costs related to key partners or technologies supporting EX Channels are allocated through an activity-based costing (ABC) approach to content/data, processes, and CX Channels, where value is ultimately delivered. This ensures that costs are tied to operational activities that drive outcomes, avoiding double-counting and reflecting shared resources more accurately. By linking EX Channel costs to foundational activities, the organization gains clearer insights into cost-to-value relationships and simplifies financial tracking.**

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Understanding CX Channels

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The EX Channels dimension is fundamental to a successful organizational model.

• It encompasses all communication and support channels that influence your organization’s ability to connect with employees, provide resources, and facilitate collaboration efficiently and effectively.

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Steps

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Technology Steps

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Components

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There is one primary component:

• EX Channels > EX Channels Hub

And there are 7 related components:

• Key Partners
• Technology
• Organizational > People
• Risks > Risk Registry
• Risks > Mitigation Plan
• Dependencies

EX Channels Hub

EX Channel Types