Building an Experience Management Program

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).

• 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

• Although not required, we highly recommend that you complete XM100: Introduction to Experience Management before beginning this course.