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Building an Experience Management Program
Bruce Temkin, XMP, CCXP
and
Isabelle Zdatny, XMP, CCXP
Bruce Temkin, XMP, CCXP
and
Isabelle Zdatny, XMP, CCXP
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.
Read more
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.
Read more
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
Register for this course and see more details by visiting:
OpenCourser.com/course/w1bye8/building
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
Read more
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
Read more
Conclusion to this Course
Good to know
Good to know
Know what's good ,
what to watch for , 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
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Activities
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We're preparing activities for
Building an Experience Management Program.
These are activities you can do either before, during, or after a course.
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 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.
User Experience Designer
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.
Employee 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.
Product Manager
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.
Sales 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.
Marketing 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.
Customer Success 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.
Service Design 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.
Business Analyst
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.
Data Analyst
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.
Market Researcher
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.
Operations Manager
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.
Project Manager
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.
Management Consultant
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.
Human Resources 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.
For more career information including salaries, visit:
OpenCourser.com/course/w1bye8/building
Reading list
We've selected nine books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Building an Experience Management Program.
Provides a framework for understanding the experience economy and how businesses can create and deliver memorable experiences for their customers.
This academic book provides a theoretical framework for understanding the service-dominant logic of marketing, which is foundational to experience management. It useful reference for professionals who want to understand the latest research in the field.
This hands-on book provides practical advice on how to design for delightful customer experiences. would be helpful for those looking to implement XM concepts in their work.
Explores the importance of customer experience and provides practical advice on how to improve it. Covering many of the same concepts, this would be useful as additional reading.
Provides a practical guide to mapping and improving the customer experience journey. It would be a good choice for professionals who want to learn how to implement XM concepts in their work.
Focuses on the importance of making it easy for customers to do business with a company. Its coverage would add depth to the course.
Save
Explores the importance of creating memorable and meaningful experiences. These concepts would add depth to the course.
Provides a practical guide to improving employee experience, including tips on how to create a culture of engagement and recognition.
Save
Provides a framework for understanding the relationship between customer satisfaction and profitability.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/w1bye8/building
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Effort
2 to 4 hours per week for 6 weeks
Level
Elementary
Via
edX
Institution
Qualtrics XM Institute
Instructors
Bruce Temkin, XMP, CCXP
Isabelle Zdatny, XMP, CCXP
Session
February 6, 2024
- May 5, 2024
Language
English
Transcript
English
Good to know
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
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