Building and Maturing Your CX Program
This course teaches how the XM Operating Framework and Maturity Model applies to customer experience. Gain a deeper understanding of CX strategy and best practices across the 5 stages of CX maturity.
Description: Customer Experience (CX) management is part of the larger discipline of Experience Management (XM). These courses explore what CX is, why it matters, and how to apply the 6 XM Competencies to CX in order to establish and mature your CX program.
Prerequisites: None. | Estimated Time: 3.25 hours
Learning Objectives:
- Understand the basics of customer experience and common business goals it supports
- Understand the Human Experience Cycle and its implications on managing CX
- Apply the 6 XM Competencies and 20 XM Skills to your CX program management
- Navigate the 5 stages of XM maturity to progressively embed CX more broadly across your organization
Understanding Customer Experience
This unit introduces the discipline of customer experience management, explains how humans process their experiences, and explores CX in action as it helps an organization measure and improve.
FREE
36 min
Six XM Competencies for CX
In this unit, learn about the 6 XM competencies and 20 XM skills and how to apply them to drive the right actions in your CX program.
FREE
137 min
Maturing Your CX Program
In this unit, learn about the 5 stages of XM maturity, recommendations for getting started and then expanding your maturity journey, and how to use the competency and maturity assessment to drive alignment and support for your CX journey.
FREE
32 min