Which of these is NOT a key component of the XM Operating Framework?

The XM Operating Framework is designed to help organizations manage and improve their customer experience, employee engagement, product innovation, and brand equity through experience management (XM). The key components of this framework include Culture, Data, and Process.

Culture refers to the underlying values and behaviors within an organization that support experience management initiatives. It plays a crucial role in shaping how employees interact with each other and with customers.

Data is the foundation of the framework, as it involves collecting, analyzing, and acting upon experience-related data to drive organizational improvement. This data informs decision-making and strategic planning.

Process encompasses the methods and systems used to implement the XM strategy effectively. It includes the workflows and procedures that allow organizations to mobilize their data and insights into meaningful actions.

Proficiency, while important for overall performance and implementation of experience management strategies, is not typically categorized as a core component of the XM Operating Framework. Thus, identifying it as the component that does not belong aligns with the understanding of the framework's primary focus areas.