XM100: Introduction to Experience Management

This course is the first of two courses in the XM Fundamentals Certification learning journey.

About this course

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 (XM) 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).

In 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

Curriculum5 hr

Introduction to this Course
Course Introduction
Meet Your Instructors
Connect with Qualtrics XM Institute
The XM Fundamentals Certification
Who Should Get Certified
Requirements for the XM Fundamentals Certification
Module 1: Understanding Human Experiences
Unit 1: Experience Management is About People
Unit 2: The Human Experience Cycle
Unit 3: The Six Characteristics of Human Beings
1. Intuitive
2. Self-Centered
3. Emotional
4. Motivated
5. Social
6. Hopeful
The Six Characteristics of Human Beings: Summary
Summary of this Module
Reflection Exercise
Test Your Knowledge
Module 2: The Value of Experience Management
Unit 1: Introduction to the Value of Experience Management
Unit 2: XM Enables Three Critical Capabilities
Unit 3: The Business Value of Experience Management
Summary of this Module
Reflection Exercise
Test Your Knowledge
Module 3: The XM Operating Framework - Overview
Unit 1: Introduction to the XM Operating Framework
Unit 2: XM is About Driving Change
Unit 3: The XM Operating Framework
Summary of this Module
Reflection Exercise
Test Your Knowledge
Conclusion to this Course
What You Learned
Connect with Qualtrics XM Institute
How to Pursue the XM Fundamentals Certification

About this course

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 (XM) 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).

In 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

Curriculum5 hr

Introduction to this Course
Course Introduction
Meet Your Instructors
Connect with Qualtrics XM Institute
The XM Fundamentals Certification
Who Should Get Certified
Requirements for the XM Fundamentals Certification
Module 1: Understanding Human Experiences
Unit 1: Experience Management is About People
Unit 2: The Human Experience Cycle
Unit 3: The Six Characteristics of Human Beings
1. Intuitive
2. Self-Centered
3. Emotional
4. Motivated
5. Social
6. Hopeful
The Six Characteristics of Human Beings: Summary
Summary of this Module
Reflection Exercise
Test Your Knowledge
Module 2: The Value of Experience Management
Unit 1: Introduction to the Value of Experience Management
Unit 2: XM Enables Three Critical Capabilities
Unit 3: The Business Value of Experience Management
Summary of this Module
Reflection Exercise
Test Your Knowledge
Module 3: The XM Operating Framework - Overview
Unit 1: Introduction to the XM Operating Framework
Unit 2: XM is About Driving Change
Unit 3: The XM Operating Framework
Summary of this Module
Reflection Exercise
Test Your Knowledge
Conclusion to this Course
What You Learned
Connect with Qualtrics XM Institute
How to Pursue the XM Fundamentals Certification