Introducing Customer Experience Management

Course Summary

In this course, you’ll learn to analyze why Customer Experience Management (CXM) is critical for business success and how a systematic approach drives tangible results like increased revenue and loyalty. Using the Qualtrics XM Maturity Model, you'll assess an organization's current CX capabilities and develop a clear roadmap to advance from reactive problem-solving to proactive, data-driven experience optimization.

Learning Objectives:

• Analyze the forces reshaping the modern business landscape and explain how Customer Experience Management (CXM) is a strategic discipline that drives measurable business outcomes
• Describe the core components of the XM Operating Framework (technology, competency, and culture) and the six XM competencies (Lead, Realize, Activate, Enlighten, Respond, and Disrupt) that are essential for a successful program.
• Assess an organization's current Customer Experience (CX) maturity level (Investigate, Initiate, Mobilize, Scale, or Embed) using the Qualtrics XM Maturity Model.
• Formulate a strategic roadmap for program growth by identifying the next steps needed to advance an organization's CX maturity from one stage to the next.

Recommended Users:

• Intermediate
• We recommend taking the Qualtrics Platform Essentials certification course before beginning this course.