Building an Experience Management Program 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 the core competencies and skills required to successfully build and mature an XM program. Then, we’ll dive into the six steps to take to build an XM program roadmap, with examples for customer and employee experience programs.

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:

Understand what Experience Management (XM) is and the value it provides to organizations
Learn how to build your capabilities across the three elements of the XM Operating Framework
Explore the Six XM Competencies and 20 Skills and see how they come to life inside real organizations
Identify the stages XM program evolve through as they grow and mature their XM capabilities
Learn how to develop an XM program roadmap that charts out the path to achieving your XM vision

What's inside

Learning objectives

Understand what experience management (xm) is and the value it provides to organizations
Learn how to build your capabilities across the three elements of the xm operating framework
Explore the six xm competencies and 20 skills and see how they come to life inside real organizations

Identify the stages xm program evolve through as they grow and mature their xm capabilities
Learn how to develop an xm program roadmap that charts out the path to achieving your xm vision

Understand what experience management (xm) is and the value it provides to organizations
Learn how to build your capabilities across the three elements of the xm operating framework
Explore the six xm competencies and 20 skills and see how they come to life inside real organizations
Identify the stages xm program evolve through as they grow and mature their xm capabilities
Learn how to develop an xm program roadmap that charts out the path to achieving your xm vision

Syllabus

Introduction to this Course

Module 1: The Experience Management Operating Framework - In Action

Module 2: The Six XM Competencies

Module 3: Building an XM Program Roadmap

Traffic lights

Read about what's good

what should give you pause

and possible dealbreakers

This introductory course is suitable for learners regardless of their current level of understanding of Experience Management (XM)

Taught by Bruce Temkin and Isabelle Zdatny, who are recognized experts in the field of XM

Focuses on actionable skills by teaching the six core XM competencies and their corresponding 20 essential skills

Builds a solid foundation in XM by presenting the three elements of the XM Operating Framework and their relationships

Provides real-life examples from established organizations to illustrate the implementation and impact of XM

Applicable across industries as XM is crucial for enhancing customer, employee, and partner experiences

Reviews summary

Practical roadmap for experience management

According to students, this course offers a clear and practical roadmap for building an Experience Management (XM) program. Learners praise its well-structured modules and the valuable insights provided into the XM Operating Framework and Six XM Competencies. It's especially beneficial for those new to the XM space, offering a solid foundation with relevant real-life examples for both customer and employee experience. While it provides a strong introduction and immediately applicable strategies, some learners desired more in-depth practical 'how-to' specifics or advanced tactics beyond the conceptual level, suggesting it's best for beginners to intermediate professionals.

Excellent foundational knowledge for new XM professionals.

"As someone new to the XM space, this course demystified a lot of concepts."

"A solid introduction to Experience Management... a great foundation."

"Good course for beginners in XM."

"This course has given me the confidence to start mapping out an XM strategy at my company."

Offers valuable real-life examples and practical insights.

"The examples for both CX and EX were highly relevant. It truly clarified how to apply these concepts in my current role."

"The real-life scenarios discussed were invaluable for understanding practical application."

"It's practical, well-explained, and immediately applicable."

"I learned how to use practical tools and strategies that I could apply immediately to my work."

Provides a clear, well-structured path to understanding XM.

"This course provided an incredibly clear and practical roadmap for building an XM program. The modules were well-structured..."

"A solid introduction to Experience Management. The XM Operating Framework was explained well..."

"The material is presented logically and is easy to follow."

"It laid out a clear path for understanding the components of an XM program."

"The logical flow from understanding XM to implementing a roadmap is brilliant."

Learners seek more specific 'how-to' and advanced implementation details.

"My only minor critique is that some parts felt a bit theoretical; I would have loved more 'how-to' specifics..."

"I was hoping for more actionable strategies for overcoming common organizational challenges or specific tools beyond just conceptual understanding."

"It's a good starting point, but not for those looking for advanced tactics."

"I think it could benefit from more interactive elements or perhaps a capstone project to apply the learned 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 Building an Experience Management Program with these activities:

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

Show steps

Gain insights into the importance of creating memorable and engaging experiences

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

Show steps

Purchase or borrow the book
Read the book and take notes
Identify key concepts and apply them to the XM field

Complete online simulations

Show steps

Build foundational knowledge of concepts taught in this course

Show steps

Sign up for an online simulation platform
Choose a simulation that corresponds to a topic covered in this course
Complete the simulation and review the results

Join a study group

Show steps

Collaborate with peers to understand and apply concepts

Show steps

Connect with classmates through the course platform or social media
Establish regular meeting times and a study schedule
Discuss course materials, complete assignments together, and quiz each other

Four other activities

Expand to see all activities and additional details

Show all seven activities

Develop a customer journey map

Show steps

Apply XM principles to create a visual representation of customer touchpoints

Show steps

Identify the different stages of the customer journey
Map out key touchpoints and interactions at each stage
Analyze the customer experience and identify areas for improvement
Present the customer journey map to the team or stakeholders

Conduct user interviews

Show steps

Practice gathering and analyzing customer feedback

Show steps

Develop a list of interview questions
Recruit participants for the interviews
Conduct the interviews and take detailed notes
Analyze the interview data and identify trends and patterns

Design an XM program roadmap

Show steps

Develop a plan for implementing and maturing an XM program

Show steps

Define the vision and goals for the XM program
Identify the key milestones and deliverables
Establish timelines and assign responsibilities
Create a budget and resource plan

Implement an XM initiative in your organization

Show steps

Apply XM principles to a real-world project

Show steps

Identify an opportunity for improvement in customer or employee experience
Develop a plan for implementing an XM initiative
Execute the plan and collect data
Analyze the data and identify areas for further improvement
Present the results and recommendations to stakeholders

Career center

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

Customer Experience Manager

Customer Experience Managers are responsible for designing and implementing customer experience strategies that improve customer satisfaction and loyalty. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to understand customer needs, design customer experiences, and measure customer satisfaction. You will also learn how to build and manage a customer experience team and how to use data to improve customer experiences.

See salaries and explore the career path for Customer Experience Manager

Employee Experience Manager

Employee Experience Managers are responsible for creating and implementing employee experience strategies that improve employee engagement and satisfaction. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to understand employee needs, design employee experiences, and measure employee satisfaction. You will also learn how to build and manage an employee experience team and how to use data to improve employee experiences.

See salaries and explore the career path for Employee Experience Manager

User Experience Designer

User Experience Designers are responsible for designing and implementing user experiences that are easy to use and enjoyable. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to understand user needs, design user experiences, and evaluate user experiences. You will also learn how to use data to improve user experiences.

See salaries and explore the career path for User Experience Designer

Product Manager

Product Managers are responsible for managing the development and launch of new products. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to understand customer needs, design products, and launch products. You will also learn how to manage a product team and how to use data to improve products.

See salaries and explore the career path for Product Manager

Marketing Manager

Marketing Managers are responsible for developing and implementing marketing strategies that increase brand awareness and drive sales. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to understand customer needs, design marketing campaigns, and measure marketing effectiveness. You will also learn how to manage a marketing team and how to use data to improve marketing campaigns.

See salaries and explore the career path for Marketing Manager

Sales Manager

Sales Managers are responsible for leading and motivating sales teams to achieve sales goals. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to understand customer needs, close deals, and manage a sales team. You will also learn how to use data to improve sales performance.

See salaries and explore the career path for Sales Manager

Customer Success Manager

Customer Success Managers are responsible for ensuring that customers are successful with a company's products or services. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to understand customer needs, build customer relationships, and solve customer problems. You will also learn how to use data to improve customer success.

See salaries and explore the career path for Customer Success Manager

Service Design Manager

Service Design Managers are responsible for designing and implementing service experiences that are efficient and effective. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to understand customer needs, design service experiences, and evaluate service experiences. You will also learn how to use data to improve service experiences.

See salaries and explore the career path for Service Design Manager

Data Analyst

Data Analysts are responsible for collecting, analyzing, and interpreting data to help businesses make better decisions. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to collect data, analyze data, and interpret data. You will also learn how to use data to improve business decisions.

See salaries and explore the career path for Data Analyst

Market Researcher

Market Researchers are responsible for conducting research to help businesses understand their customers and markets. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to design research studies, collect data, and analyze data. You will also learn how to use data to improve marketing strategies.

See salaries and explore the career path for Market Researcher

Business Analyst

Business Analysts are responsible for analyzing business processes and identifying opportunities for improvement. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to analyze business processes, identify opportunities for improvement, and develop solutions. You will also learn how to use data to improve business processes.

See salaries and explore the career path for Business Analyst

Project Manager

Project Managers are responsible for planning, executing, and closing projects. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to plan projects, execute projects, and close projects. You will also learn how to manage a project team and how to use data to improve project performance.

See salaries and explore the career path for Project Manager

Management Consultant

Management Consultants are responsible for helping businesses to improve their performance. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to analyze business problems, develop solutions, and implement solutions. You will also learn how to manage a consulting team and how to use data to improve consulting services.

See salaries and explore the career path for Management Consultant

Operations Manager

Operations Managers are responsible for managing the day-to-day operations of a business. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to manage operations, improve efficiency, and reduce costs. You will also learn how to manage an operations team and how to use data to improve operations performance.

See salaries and explore the career path for Operations Manager

Human Resources Manager

Human Resources Managers are responsible for managing the human resources of a business. This course can help you develop the skills and knowledge you need to succeed in this role by teaching you how to manage human resources, improve employee engagement, and reduce employee turnover. You will also learn how to manage a human resources team and how to use data to improve human resources performance.

See salaries and explore the career path for Human Resources Manager