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.

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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 the core competencies and skills required to successfully build and mature an XM program. Then, we’ll dive into the six steps to take 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).

This course is part of the Experience Management (XM) Fundamentals Professional Certificate.

What you'll learn

Throughout this course, you will learn:

- The competencies and skills required to build a successful XM program

- Real-life examples of these competencies and skills in action

- How to define a compelling XM vision for your organization

- How to assess your capabilities, identify experience gaps, and prioritize XM projects

- How to develop an XM program roadmap for your organization