Six XM Competencies for CX

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