Michael Lissack
Technology company Adobe uses coherence mapping to assess align- ment between customer experience promises and internal operations. By visually connecting customer journey stages with the organizational capa- bilities that support them, Adobe identifies both strong coherence points (where capabilities clearly enable experience promises) and coherence gaps (where promises lack supporting capabilities). Effective coherence mapping includes several key components: Multi-level alignment visualization. Maps should show connec- tions between purpose, strategy, structure, processes, and individual roles, making visible how well these different organizational levels reinforce each other. Relationship quality assessment. Beyond showing connections, maps should evaluate the strength and nature of relationships between elements. Healthcare company Cleveland Clinic uses a three-tier assess- ment (enabling, neutral, or constraining) to qualify how each organiza- tional process impacts its patient experience goals. Temporal dimension. Maps should capture how coherence evolves over time, showing whether alignment is increasing or decreasing as the organization changes. Technology company Salesforce tracks coherence trends quarterly, identifying whether organizational changes are enhanc- ing or diminishing overall alignment. The power of coherence mapping lies in making visible what is oth- erwise implicit. By surfacing relationship patterns, organizations can identify where to focus coherence-building efforts and track progress over time.
Adaptive capacity assessment
While coherence mapping focuses on current state relationships, adaptive capacity assessment evaluates an organization’s ability to main- tain coherence through change. This approach measures how effectively an organization can navigate shifts in its environment without losing its essential alignment.
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