QualtricsXMI: Building an Experience Management Program

This module provides an orientation to the course structure, learning objectives, and expectations. It introduces students to the concept of Experience Management (XM) program development and sets the foundation for understanding how to build and mature XM capabilities within an organization.

This module explores practical applications of the Experience Management Operating Framework. Students will learn how organizations implement this framework to systematically understand and improve experiences for customers and employees. The module likely covers real-world examples and case studies of the framework in action across different industries.

This module delves into the six core competencies essential for successful Experience Management programs. Students will explore each competency in detail and understand the 20 associated skills that organizations need to develop. The module provides insights into how these competencies manifest in real organizations and their importance in building mature XM capabilities.

This module focuses on developing a strategic roadmap for XM program implementation. Students will learn a six-step process for building an effective XM program roadmap that aligns with organizational goals. The module includes examples for both customer experience (CX) and employee experience (EX) programs, highlighting how to chart a path toward achieving an organization's XM vision.

This module synthesizes the key concepts and frameworks covered throughout the course. It likely reviews the XM Operating Framework, the six XM competencies, and the roadmap development process. The conclusion will help students integrate their learning and prepare them to apply these concepts in building and maturing their own XM programs within their organizations.