Introduction to Experience Management from edX

Experience Management (XM) is the practice of systematically understanding human beings and designing experiences that meet their needs. When done well, XM enables organizations to build trust and loyalty with their most important stakeholders, including customers, employees, and partners. The XM skills and knowledge you'll learn will help you make smarter, faster decisions, making them valuable for professionals in every organization.

In this introductory course, you will explore how humans process experiences and what behavioral science tells us about how people think and act. You will learn what Experience Management is and how it creates value for an organization. Finally, you will dive into the Experience Management Operating Framework to understand how an organization can develop a successful XM program.

Throughout the course, we will use real-life examples to explore specific business cases and scenarios for customer experience (CX) and employee experience (EX).

What you'll learn

Throughout this course, you will:

Examine some characteristics of human beings that shape how we process experiences
Identify ways to improve people's experiences by tapping into a variety of different needs
Understand what Experience Management (XM) is and how it creates value for organizations
Recognize how to drive change across an organization by activating different executives
Learn how to build a strong XM program by adopting the XM Operating Framework

What's inside

Learning objectives

Understand what experience management (xm) is and how it creates value for organizations
Recognize how to drive change across an organization by activating different executives

Learn how to build a strong xm program by adopting the xm operating framework

Understand what experience management (xm) is and how it creates value for organizations
Recognize how to drive change across an organization by activating different executives
Learn how to build a strong xm program by adopting the xm operating framework

Syllabus

Introduction to this Course

Module 1: Understanding Human Experiences

Module 2: The Value of Experience Management

Module 3: The Experience Management Operating Framework - Overview

Conclusion to this Course

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Introduces the field of Experience Management (XM) and its value for organizations

Taught by experienced instructors who are recognized for their work in the field of Experience Management

Provides a comprehensive framework for building and implementing an XM program

Helps learners understand the importance of human-centered design in creating positive experiences

Covers both theoretical and practical aspects of Experience Management

Provides real-life examples and case studies to illustrate key concepts

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Introduction to Experience Management with these activities:

Review Key Concepts of Behavioral Science

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Refresh your understanding of human behavior and decision-making processes to enhance your XM efforts.

Browse courses on Behavioral Science

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Review articles and books on behavioral economics and psychology.
Take online courses or workshops on behavioral science.

Read 'The Experience Economy' by Joseph Pine II and James H. Gilmore

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Gain insights into the importance of creating memorable and meaningful experiences for customers and employees.

View The Experience Economy, With a New Preface by... on Amazon

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Network with XM Professionals

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Develop a network of industry contacts to exchange ideas and learn about XM in different contexts.

Browse courses on Experience Management

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Attend industry events and meetups dedicated to XM.
Connect with XM professionals on LinkedIn and other social media platforms.
Share your knowledge and insights to build credibility within the community.

Five other activities

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Compile an XM Resource Library

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Gather valuable resources to enhance your understanding of XM principles and practices.

Browse courses on Experience Management

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Search for relevant XM books, articles, whitepapers, and case studies.
Organize and curate the resources based on topic and relevance.
Share the resource library with colleagues for professional development.

Attend an XM Industry Conference

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Connect with industry experts and learn about the latest trends and best practices in XM.

Browse courses on Experience Management

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Research and identify relevant XM conferences.
Register and attend the conference, actively participating in sessions and networking events.
Connect with industry leaders and learn from their experiences.
Bring back key insights and apply them to your own XM initiatives.

Solve Experience Management Case Studies

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Reinforce concepts by applying them to real-world situations.

Browse courses on Experience Management

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Identify key XM concepts and principles in the case study.
Analyze the customer or employee journey and identify opportunities for improvement.
Develop and evaluate potential XM solutions.

Design an XM Program Framework

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Apply your understanding of XM principles to create a practical plan for implementation.

Browse courses on XM Operating Framework

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Define the goals and objectives of your XM program.
Identify the key stakeholders and their roles in the program.
Develop a plan for data collection, analysis, and reporting.
Create a process for implementing XM insights into decision-making.

Create an XM Playbook

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Compile your knowledge and insights to create a comprehensive resource for XM professionals.

Browse courses on Experience Management

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Gather data and insights from across the organization.
Synthesize and organize the information into a cohesive narrative.
Develop practical tools and templates for implementing XM strategies.
Review and refine the playbook with feedback from stakeholders.

Career center

Learners who complete Introduction to Experience Management will develop knowledge and skills that may be useful to these careers:

Customer Experience Manager

A Customer Experience Manager is responsible for developing and implementing strategies to improve the customer experience. This includes understanding customer needs, identifying pain points, and developing solutions to improve satisfaction. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Customer Experience Manager

Employee Experience Manager

An Employee Experience Manager is responsible for developing and implementing strategies to improve the employee experience. This includes understanding employee needs, identifying pain points, and developing solutions to improve satisfaction. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives employee behavior, and how to create experiences that meet employee needs.

See salaries and explore the career path for Employee Experience Manager

UX Designer

A UX Designer is responsible for designing the user experience for products and services. This includes understanding user needs, identifying pain points, and developing solutions to improve the user experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives user behavior, and how to create experiences that meet user needs.

See salaries and explore the career path for UX Designer

Marketing Manager

A Marketing Manager is responsible for developing and implementing marketing strategies to reach target audiences and achieve business goals. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Marketing Manager

Sales Manager

A Sales Manager is responsible for leading and managing a sales team to achieve sales goals. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Sales Manager

Product Manager

A Product Manager is responsible for developing and managing products and services. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Product Manager

Service Manager

A Service Manager is responsible for leading and managing a service team to provide excellent customer service. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Service Manager

Consultant

A Consultant provides advice and guidance to organizations on how to improve their business performance. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Consultant

Business Analyst

A Business Analyst is responsible for analyzing business processes and systems to identify areas for improvement. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Business Analyst

Market Researcher

A Market Researcher is responsible for conducting research to understand customer needs and preferences. This includes understanding customer experiences, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Market Researcher

Data Analyst

A Data Analyst is responsible for collecting, analyzing, and interpreting data to identify trends and patterns. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Data Analyst

Operations Manager

An Operations Manager is responsible for overseeing the day-to-day operations of a business. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

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Quality Manager

A Quality Manager is responsible for ensuring that products and services meet customer requirements. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

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Project Manager

A Project Manager is responsible for planning, executing, and closing projects. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course can help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

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Systems Analyst

A Systems Analyst is responsible for analyzing and designing computer systems. This includes understanding customer needs, identifying pain points, and developing solutions to improve the customer experience. The Introduction to Experience Management course may help you develop the skills you need to be successful in this role. You will learn how to understand human experiences, what drives customer behavior, and how to create experiences that meet customer needs.

See salaries and explore the career path for Systems Analyst