CustomerXM Learning Journey
Description: Welcome to the 5-week CustomerXM learning journey program! Each week, complete the training courses listed to become a Qualtrics and XM Expert. This program is designed so that you spend no more than 1 hour per workday going through the content.
Prerequisites: None. | Estimated Time: 29 hours
Week 1 - CustomerXM Learning Journey
To get started, this week we will master the basics with the Qualtrics Platform Essentials Certification.
FREE
6 Courses
CustomerXM
Experienced User
Free
green-cx
Learning Journeys
English
Week 2 - CustomerXM Learning Journey
This week we will focus on the basics of the CustomerXM product and CX journeys.
FREE
8 Courses
CustomerXM
Experienced User
Free
green-cx
Learning Journeys
English
Weeks 3 & 4 - CustomerXM Learning Journey
Over these two weeks, we will master advanced CustomerXM functionality with the CustomerXM Expert Certification.
FREE
6 Courses
CustomerXM
Experienced User
Free
green-cx
Learning Journeys
English
Week 5 - CustomerXM Learning Journey
This week we will focus on a variety of advanced CustomerXM product features and use cases.
FREE
11 Courses
CustomerXM
Experienced User
Free
green-cx
Learning Journeys
English
Standard User
Sharing Your CX Project
Save time by storing frequently used content in libraries and working collaboratively on projects with colleagues.
FREE
7 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Individual Courses
English
Configuring Your CX Project
Learn survey building fundamentals by creating questions and answer choices that engage customers.
FREE
22 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Individual Courses
English
Customizing Your CX Project
Drive higher response rates and avoid survey fatigue by tailoring the survey experience to each individual customer and styling your project with appropriate branding.
FREE
13 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Embedded Data
Individual Courses
English
Collecting CX Feedback
Launch your project successfully by determining the appropriate distribution channel.
FREE
25 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
XM Directory
Individual Courses
English
Automating CX Follow Ups
Notify your team when a customer interaction requires follow-up by utilizing Workflows & Tasks.
FREE
10 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Workflows
Individual Courses
English
Reporting Your CX Feedback
Design and customize dashboards that showcase your data in an easily digestible format for your internal teams.
FREE
45 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Dashboards
Individual Courses
English
Identifying Experience Journeys
Learn how to use Experience Journeys to measure, visualize, and analyze the key experience data points along a customer journey
FREE
60 min
CustomerXM
Experienced User
On-Demand Courses
Free
green-cx
Dashboards
Individual Courses
English
Understanding Your CX Feedback
Learn to correctly interpret your data by understanding how feedback is displayed in Data & Analysis.
FREE
14 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Individual Courses
English
Creating Customer Experience Dashboards
Build effective dashboards that visualize your CX data and inspire stakeholders to take action.
FREE
234 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Dashboards
Individual Courses
English
Analyzing Customer Feedback with Text iQ
Learn about the importance and meaning of text sentiment and create topics that categorize your text responses into easily understandable categories.
FREE
68 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Text iQ / Stats iQ
Individual Courses
English
Managing a Customer Directory for Distribution
Learn to effectively communicate with your customers by creating and maintaining a singular platform for contacts.
FREE
89 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Individual Courses
English
Introducing Customer Experience Management
Understand the Customer Experience Management discipline and learn to use the Qualtrics CX maturity model to assess and scale your program.
FREE
38 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Individual Courses
English
Closing the Loop with Customers
Leverage ticketing and case management to rapidly prioritize and respond to customer feedback.
FREE
61 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Workflows
Individual Courses
English
Capturing Customer Experience Metrics
Learn strategies for identifying the appropriate customer experience metrics to achieve your program goals and applying survey design best practices.
FREE
90 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Individual Courses
English
On-Demand Webinar - Level Up Your CX Program
Ready to take your CX program to new heights? Here’s your chance to see some of the advanced features in CustomerXM and how they can help you boost your CX program.
FREE
60 min
CustomerXM
Live Training
Free
green-cx
registered-flag
On-Demand Articles
Thought Leadership
Individual Courses
tile-category-on-demand-webinar
Building and Sharing a Dashboard
Learn how to use Qualtrics to build a beautiful dashboard that effectively communicates insights from your CX programs to your entire organization.
FREE
82 min
CustomerXM
Experienced User
On-Demand Videos
Free
green-cx
Dashboards
Individual Courses
English
Implementing Best Practices in Dashboard Design
Provide the optimal dashboard experience for your viewers by learning how to cater to your audience, utilize design principles, and other associated best practices.
FREE
155 min
xz-new
CustomerXM
Experienced User
On-Demand Courses
Free
green-cx
Dashboards
English
Designing a Transactional Study
Develop a transactional study that listens to your customers at a specific touchpoint, and allows you to hone in on a particular event or stage in their experience with your organization.
FREE
37 min
CustomerXM
Experienced User
On-Demand Videos
Free
green-cx
Individual Courses
English
Mastering the XM Directory
Learn how to use the XM Directory to your advantage by organizing all of your respondent communications under one efficient system.
FREE
62 min
experience-customer
CustomerXM
Experienced User
On-Demand Courses
On-Demand Videos
Free
experience-default
green-cx
XM Directory
Individual Courses
English
Utilizing Frontline Feedback in Customer Experience
Learn how to create a Frontline Feedback Project and report on this feedback in your Dashboard.
FREE
30 min
CustomerXM
Experienced User
On-Demand Courses
Free
green-cx
Individual Courses
English
Relationship Health Program
Learn how to build the automated CX Relationship Health Program that enables organizations to continuously measure and manage the health of customer relationships.
FREE
67 min
CustomerXM
Experienced User
On-Demand Courses
Free
green-cx
Workflows
Dashboards
Individual Courses
English
latest-courses
Designing a Relational Study
Develop a relational study that aids your organization in better understanding the ongoing relationships that customers have with you and what drives them.
FREE
38 min
CustomerXM
Experienced User
On-Demand Videos
Free
green-cx
Individual Courses
English
On-Demand Webinar - Maximizing ROI from your CX Dashboards & Insights
CX program success hinges on how well users can use and interpret their results to make decisions and close experience gaps. Learn how to leverage your CX program with Qualtrics in this hour long webinar.
FREE
60 min
CustomerXM
On-Demand Videos
Free
XM Institute
green-cx
registered-flag
On-Demand Articles
Individual Courses
English
tile-category-on-demand-webinar
XM Live
Using Stats iQ to Identify Key Drivers
Take what you know about Stats iQ and apply it to go deeper with regression to discover what drives your key outcomes.
FREE
33 min
CustomerXM
Experienced User
On-Demand Videos
Free
CoreXM
DesignXM
black-cm
Text iQ / Stats iQ
Individual Courses
English
Using Text iQ to Analyze Comments
Analyze your text data with Text iQ to understand what matters most to your respondents and drive action.
FREE
62 min
CustomerXM
level-1-xm
New User
Experienced User
On-Demand Courses
On-Demand Videos
Free
BrandXM
ProductXM
EmployeeXM
CoreXM
DesignXM
Dashboards
Text iQ / Stats iQ
On-Demand Articles
Individual Courses
English
latest-courses
Distributing a Survey Project
After building and publishing your survey, you are ready to send your survey to collect data. There are several Distribution methods available in Qualtrics, in this module we explore the most commonly used.
FREE
51 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Experience Management: A Brief Introduction
Experience Management is changing the way businesses operate. Understanding the full landscape of an organization has never been more important or more accessible than it is now. Kick start your understanding of Experience Management with this introductory module.
FREE
27 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Building a Survey Project
The survey is the backbone of Experience Management data collection, having a comprehensive understanding of the technology components of the Experience Management will help you produce quality projects leading to quality insights.
FREE
73 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Understanding Survey Data
The raw data your survey collects is stored in Data & Analysis. Here you will have access to all Recorded Responses as well as Responses in Progress. In this course you will learn how to view and manage these responses.
FREE
37 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Reporting Survey Results with Results Dashboards
Once you have completed data collection for the survey, it is time to analyze and share the results to stakeholders. In this course, you will learn how Results Dashboards are structured in Qualtrics, and how you can customize these to communicate findings.
FREE
60 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Dashboards
tile-category-certification
Dashboard Viewer/Report Consumer
Planning and Designing a Survey
The survey is the backbone of data collection for XM, a well designed survey will ensure you have the data you need to make decisions. This course describes the downstream impacts of the survey, and outlines the survey design best practices to ensure quality data.
FREE
38 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Sharing Your CX Project
Save time by storing frequently used content in libraries and working collaboratively on projects with colleagues.
FREE
7 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Individual Courses
English
Configuring Your CX Project
Learn survey building fundamentals by creating questions and answer choices that engage customers.
FREE
22 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Individual Courses
English
Customizing Your CX Project
Drive higher response rates and avoid survey fatigue by tailoring the survey experience to each individual customer and styling your project with appropriate branding.
FREE
13 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Embedded Data
Individual Courses
English
Collecting CX Feedback
Launch your project successfully by determining the appropriate distribution channel.
FREE
25 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
XM Directory
Individual Courses
English
Automating CX Follow Ups
Notify your team when a customer interaction requires follow-up by utilizing Workflows & Tasks.
FREE
10 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Workflows
Individual Courses
English
Reporting Your CX Feedback
Design and customize dashboards that showcase your data in an easily digestible format for your internal teams.
FREE
45 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Dashboards
Individual Courses
English
Identifying Experience Journeys
Learn how to use Experience Journeys to measure, visualize, and analyze the key experience data points along a customer journey
FREE
60 min
CustomerXM
Experienced User
On-Demand Courses
Free
green-cx
Dashboards
Individual Courses
English
Understanding Your CX Feedback
Learn to correctly interpret your data by understanding how feedback is displayed in Data & Analysis.
FREE
14 min
CustomerXM
New User
On-Demand Videos
Free
green-cx
Individual Courses
English
Creating Customer Experience Dashboards
Build effective dashboards that visualize your CX data and inspire stakeholders to take action.
FREE
234 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Dashboards
Individual Courses
English
Analyzing Customer Feedback with Text iQ
Learn about the importance and meaning of text sentiment and create topics that categorize your text responses into easily understandable categories.
FREE
68 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Text iQ / Stats iQ
Individual Courses
English
Managing a Customer Directory for Distribution
Learn to effectively communicate with your customers by creating and maintaining a singular platform for contacts.
FREE
89 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Individual Courses
English
Introducing Customer Experience Management
Understand the Customer Experience Management discipline and learn to use the Qualtrics CX maturity model to assess and scale your program.
FREE
38 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Individual Courses
English
Closing the Loop with Customers
Leverage ticketing and case management to rapidly prioritize and respond to customer feedback.
FREE
61 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Workflows
Individual Courses
English
Capturing Customer Experience Metrics
Learn strategies for identifying the appropriate customer experience metrics to achieve your program goals and applying survey design best practices.
FREE
90 min
CustomerXM
Certifications
Domo - CXE
Experienced User
On-Demand Courses
Free
green-cx
Individual Courses
English
On-Demand Webinar - Level Up Your CX Program
Ready to take your CX program to new heights? Here’s your chance to see some of the advanced features in CustomerXM and how they can help you boost your CX program.
FREE
60 min
CustomerXM
Live Training
Free
green-cx
registered-flag
On-Demand Articles
Thought Leadership
Individual Courses
tile-category-on-demand-webinar
Building and Sharing a Dashboard
Learn how to use Qualtrics to build a beautiful dashboard that effectively communicates insights from your CX programs to your entire organization.
FREE
82 min
CustomerXM
Experienced User
On-Demand Videos
Free
green-cx
Dashboards
Individual Courses
English
Implementing Best Practices in Dashboard Design
Provide the optimal dashboard experience for your viewers by learning how to cater to your audience, utilize design principles, and other associated best practices.
FREE
155 min
xz-new
CustomerXM
Experienced User
On-Demand Courses
Free
green-cx
Dashboards
English
Designing a Transactional Study
Develop a transactional study that listens to your customers at a specific touchpoint, and allows you to hone in on a particular event or stage in their experience with your organization.
FREE
37 min
CustomerXM
Experienced User
On-Demand Videos
Free
green-cx
Individual Courses
English
Mastering the XM Directory
Learn how to use the XM Directory to your advantage by organizing all of your respondent communications under one efficient system.
FREE
62 min
experience-customer
CustomerXM
Experienced User
On-Demand Courses
On-Demand Videos
Free
experience-default
green-cx
XM Directory
Individual Courses
English
Utilizing Frontline Feedback in Customer Experience
Learn how to create a Frontline Feedback Project and report on this feedback in your Dashboard.
FREE
30 min
CustomerXM
Experienced User
On-Demand Courses
Free
green-cx
Individual Courses
English
Relationship Health Program
Learn how to build the automated CX Relationship Health Program that enables organizations to continuously measure and manage the health of customer relationships.
FREE
67 min
CustomerXM
Experienced User
On-Demand Courses
Free
green-cx
Workflows
Dashboards
Individual Courses
English
latest-courses
Designing a Relational Study
Develop a relational study that aids your organization in better understanding the ongoing relationships that customers have with you and what drives them.
FREE
38 min
CustomerXM
Experienced User
On-Demand Videos
Free
green-cx
Individual Courses
English
On-Demand Webinar - Maximizing ROI from your CX Dashboards & Insights
CX program success hinges on how well users can use and interpret their results to make decisions and close experience gaps. Learn how to leverage your CX program with Qualtrics in this hour long webinar.
FREE
60 min
CustomerXM
On-Demand Videos
Free
XM Institute
green-cx
registered-flag
On-Demand Articles
Individual Courses
English
tile-category-on-demand-webinar
XM Live
Using Stats iQ to Identify Key Drivers
Take what you know about Stats iQ and apply it to go deeper with regression to discover what drives your key outcomes.
FREE
33 min
CustomerXM
Experienced User
On-Demand Videos
Free
CoreXM
DesignXM
black-cm
Text iQ / Stats iQ
Individual Courses
English
Using Text iQ to Analyze Comments
Analyze your text data with Text iQ to understand what matters most to your respondents and drive action.
FREE
62 min
CustomerXM
level-1-xm
New User
Experienced User
On-Demand Courses
On-Demand Videos
Free
BrandXM
ProductXM
EmployeeXM
CoreXM
DesignXM
Dashboards
Text iQ / Stats iQ
On-Demand Articles
Individual Courses
English
latest-courses
Distributing a Survey Project
After building and publishing your survey, you are ready to send your survey to collect data. There are several Distribution methods available in Qualtrics, in this module we explore the most commonly used.
FREE
51 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Experience Management: A Brief Introduction
Experience Management is changing the way businesses operate. Understanding the full landscape of an organization has never been more important or more accessible than it is now. Kick start your understanding of Experience Management with this introductory module.
FREE
27 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Building a Survey Project
The survey is the backbone of Experience Management data collection, having a comprehensive understanding of the technology components of the Experience Management will help you produce quality projects leading to quality insights.
FREE
73 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Understanding Survey Data
The raw data your survey collects is stored in Data & Analysis. Here you will have access to all Recorded Responses as well as Responses in Progress. In this course you will learn how to view and manage these responses.
FREE
37 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English
Reporting Survey Results with Results Dashboards
Once you have completed data collection for the survey, it is time to analyze and share the results to stakeholders. In this course, you will learn how Results Dashboards are structured in Qualtrics, and how you can customize these to communicate findings.
FREE
60 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Dashboards
tile-category-certification
Dashboard Viewer/Report Consumer
Planning and Designing a Survey
The survey is the backbone of data collection for XM, a well designed survey will ensure you have the data you need to make decisions. This course describes the downstream impacts of the survey, and outlines the survey design best practices to ensure quality data.
FREE
38 min
CustomerXM
Certifications
level-1-xm
Domo - QPE
New User
On-Demand Courses
Free
BrandXM
EmployeeXM
CoreXM
DesignXM
Individual Courses
English