Introduction to Experience Management

Curriculum39 min

• Introduction to this Course
• Welcome to XM Foundations 3 min
• Fundamentals of Human Experiences
• Humans are experience processing machines 3 min
• How people perceive experiences 1 min
• Our memories are flawed 1 min
• Attitudes influence expectations and behaviors 2 min
• The Human Experience Cycle 6 min
• Summary: Fundamentals of Human Experiences 1 min
• XM: The Path to Results
• XM powers three critical capabilities 3 min
• Four categories of XM insights 1 min
• What is Experience Management (XM)? 2 min
• Explaining X and O Data 1 min
• Six categories of X+O data insights 1 min
• Summary: XM: The Path to Results 1 min
• The Discipline of Experience Management
• Organizations manage a portfolio of experiences 1 min
• What does it mean to embed the discipline of XM? 2 min
• Introducing the XM Operating Framework 4 min
• Summary: The Discipline of Experience Management 1 min
• Key Takeaways
• Learning Resources: Introduction to Experience Management 1 min
• Test Your Knowledge
• Quiz: Introduction to Experience Management