Customers and employees are becoming more demanding and product lifecycles are shrinking, requiring organizations to adapt at a faster pace than ever before. Most organizations have made great strides in improving their processes and technology, but they have overlooked the human element. That’s what experience management is all about.
Experience management (XM) is an approach for delivering breakthrough results by better understanding and responding to how people think and feel. Organizations that master XM continuously learn, propagate insights, and rapidly adapt. Is this the type of organization that you want to work in?
This course describes how organizations can tap into XM to consistently deliver breakthrough experiences. Industry visionary Bruce Temkin will explain how XM can be embedded across every facet of an organization’s operations. The training will explain what XM is, why it’s important, and outline the competencies required for success.
Unit 1: The Fundamentals of Human Experience
Unit 2: Experience Management (XM) — The Path to Breakthrough Results
Unit 3: The Discipline of Experience Management
Unit 4: Six XM Competencies Every Organization Needs to Master
Unit 5: Technology Platform That Enables XM Capabilities