Make every interaction an experience that matters with Experience Management (XM). An ever-increasing flow of information is shifting power from institutions to individuals. At the same time, new technologies are redefining business models and shortening product lifecycles. In this environment, organizations need to better understand and cater to the needs and expectations of the people they touch -- from employees to partners to customers. That's what Experience Management (or, "XM") is all about.
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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.
This course is part of the Experience Management (XM) Fundamentals Professional Certificate.
What you'll learn
Throughout this course, you will learn:
- How humans process experiences
- The key characteristics, heuristics, and biases that shape how people think and act
- How organizations can use behavioral science to design experiences for human beings
- What is Experience Management and why does it matter
- How Experience Management creates value for an organization
- What is the Experience Management Operating Framework
Syllabus
Introduction to this Course
Module 1: Understanding Human Experiences
Module 2: The Value of Experience Management
Module 3: The Experience Management Operating Framework
Conclusion to this Course
