- Introduction to this Course
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Course Introduction
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Meet Your Instructors
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Connect with Qualtrics XM Institute
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The XM Fundamentals Certification
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Who Should Get Certified
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Requirements for the XM Fundamentals Certification
- Module 1: The XM Operating Framework - In Action
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Unit 1: Introduction to the Discipline of Experience Management
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Unit 2: The XM Operating Framework
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Summary of this Module
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Reflection Exercise
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Test Your Knowledge
- Module 2: The Six XM Competencies
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Unit 1: Introduction to the Six XM Competencies
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Unit 2: Deep Dive: the Lead Competency
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Unit 3: Deep Dive: the Realize Competency
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Unit 4: Deep Dive: the Activate Competency
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Unit 5: Deep Dive: the Enlighten Competency
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Unit 6: Deep Dive: the Respond Competency
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Unit 7: Deep Dive: the Disrupt Competency
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Unit 8: The Five XM Competency Levels
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Summary of this Module
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Reflection Exercise
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Test Your Knowledge
- Module 3: Building an XM Program Roadmap
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Building an XM Program Roadmap
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Summary of this Module
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Reflection Exercise
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Test Your Knowledge
- Conclusion to this Course
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What You Learned
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Connect with Qualtrics XM Institute
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How to Pursue the XM Fundamentals Certification
XM101: Building an Experience Management Program
This course is the second of two courses in the XM Fundamentals Certification learning journey.
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).
In 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