Overview

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 almost any organization.

Experience Management (XM) Fundamentals is a professional certificate designed for anyone interested in learning XM. We’ll cover how human beings think, act, and process experiences, what Experience Management is and how it creates value for an organization, and how to use the XM Operating Framework to build a successful Experience Management program, starting with a program roadmap. We’ll include specific, real-life examples of customer experience (CX) and employee experience (EX) throughout the training.

You will leave this course prepared to begin building or maturing an Experience Management program in your organization.

Syllabus

Courses under this program:
Course 1: Introduction to Experience Management

Experience Management (XM) allows organizations to understand human beings and design experiences that meet their needs. This course covers the fundamental XM skills and knowledge that every professional can use in their work to create consistently excellent, human-centric experiences.

Course 2: Building an Experience Management Program

Experience Management (XM) allows organizations to understand human beings and design experiences that meet their needs. This course covers the core competencies and skills required to lead a successful XM program and includes tools, frameworks, and real-world examples you can use to shape your efforts.

Courses

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6 weeks, 2-4 hours a week, 2-4 hours a week
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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 how humans process experiences and what behavioral science tells us about how people think and act. You will learn what Experience Management 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).
0 reviews
6 weeks, 2-4 hours a week, 2-4 hours a week
View details

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).