Six XM Competencies for CX

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.

Curriculum136 min

  • Introduction
  • Introduction: The Six XM Competencies 4 min
  • Leading a Multi-year Transformation Journey
  • LEAD Competency and Skills 2 min
  • Deep Dive: CX Strategy 5 min
  • Deep Dive: CX Program Roadmap 4 min
  • Deep Dive: CX Governance 9 min
  • Realizing Value from XM
  • REALIZE Competency and Skills 2 min
  • Deep Dive: Value Planning 4 min
  • Deep Dive: Value Delivery 7 min
  • Deep Dive: Metrics Management 9 min
  • Activating an Organization for CX Change
  • ACTIVATE Competency and Skills 2 min
  • Deep Dive: Ecosystem Communications 4 min
  • Deep Dive: Expertise Building 4 min
  • Deep Dive: Role-based Enablement 6 min
  • Enlightening the Organization with CX Insights
  • ENLIGHTEN Competency and Skills 2 min
  • Deep Dive: X- and O-Data Integration 7 min
  • Deep Dive: Experience Monitoring 5 min
  • Deep Dive: Insights Discovery 5 min
  • Deep Dive: Insights Distribution 3 min
  • Responding to CX Insights with Action
  • RESPOND Competency and Skills 2 min
  • Deep Dive: Immediate Response 3 min
  • Deep Dive: Continuous Improvement 5 min
  • Deep Dive: Strategic Decision-Making 2 min
  • Deep Dive: Process Integration 4 min
  • Disrupting the CX Status Quo with Design
  • DISRUPT Competency and Skills 2 min
  • Deep Dive: Experience Visioning 7 min
  • Deep Dive: Experience Design 4 min
  • Deep Dive: Experience Integration 3 min
  • Key Takeaways: Six XM Competencies for CX 5 min
  • Test Your Knowledge 6 min

Curriculum136 min

  • Introduction
  • Introduction: The Six XM Competencies 4 min
  • Leading a Multi-year Transformation Journey
  • LEAD Competency and Skills 2 min
  • Deep Dive: CX Strategy 5 min
  • Deep Dive: CX Program Roadmap 4 min
  • Deep Dive: CX Governance 9 min
  • Realizing Value from XM
  • REALIZE Competency and Skills 2 min
  • Deep Dive: Value Planning 4 min
  • Deep Dive: Value Delivery 7 min
  • Deep Dive: Metrics Management 9 min
  • Activating an Organization for CX Change
  • ACTIVATE Competency and Skills 2 min
  • Deep Dive: Ecosystem Communications 4 min
  • Deep Dive: Expertise Building 4 min
  • Deep Dive: Role-based Enablement 6 min
  • Enlightening the Organization with CX Insights
  • ENLIGHTEN Competency and Skills 2 min
  • Deep Dive: X- and O-Data Integration 7 min
  • Deep Dive: Experience Monitoring 5 min
  • Deep Dive: Insights Discovery 5 min
  • Deep Dive: Insights Distribution 3 min
  • Responding to CX Insights with Action
  • RESPOND Competency and Skills 2 min
  • Deep Dive: Immediate Response 3 min
  • Deep Dive: Continuous Improvement 5 min
  • Deep Dive: Strategic Decision-Making 2 min
  • Deep Dive: Process Integration 4 min
  • Disrupting the CX Status Quo with Design
  • DISRUPT Competency and Skills 2 min
  • Deep Dive: Experience Visioning 7 min
  • Deep Dive: Experience Design 4 min
  • Deep Dive: Experience Integration 3 min
  • Key Takeaways: Six XM Competencies for CX 5 min
  • Test Your Knowledge 6 min

Choose Your Experience

 

CustomerXM

EmployeeXM

BrandXM

ProductXM

DesignXM

Institute

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