XM Fundamentals Workshop | XM Institute x Center for Experience Management

24-25 July 2023 | Spectrum, 3 Fraser Street, DUO Tower, #05-21, Singapore | In partnership with the Center for Experience Management

Expert, instructor-led training for your organization to learn and apply the essentials of Experience Management to drive experience transformation.

Over two days in a classroom environment, XM Institute faculty will take you through the modules below with instructor-led, applied learning, using real-life examples from organizations. Participation also includes virtual proctoring for one XM Fundamentals Certification exam following the workshop.

MODULES

Day 1:

• Welcome & Introduction
• Understanding Human Experiences 
• Experience Management Foundations
• Lead Competency
• Realize Competency

Day 2:

• Activate Competency
• Enlighten Competency
• Respond Competency
• Disrupt Competency
• Certification Overview & Program Recap

AUDIENCE

Anyone who works with the customer experience, employee experience, or overall Experience Management for your organization.

ABOUT XM INSTITUTE

XM Institute is the world’s leading experience management think tank. Its faculty of XM experts combine deep industry expertise with proven executive training skills.

ABOUT YOUR INSTRUCTORS

Cecelia Herbert

A Doctor of Organisational Psychology, Cecelia has more than two decades of experience as a practitioner, researcher, and consultant. She has successfully partnered with some of the world’s leading brands, working with them to strategically innovate, design and deliver People Operations that enable their growth.  For much of her career, this work has centered on developing evidence-based solutions that drive sustainable change in workforce diversity, equitable systems, and inclusive experiences. With a steady history of building high-performing teams that apply scientific & data-driven methods to simplify complex organizational challenges, she has a solid track record as an impactful and transformational leader.

Greg Chase

Greg Chase is an XM Catalyst with Qualtrics XM Institute. He has led the successful design, development, and implementation of innovative global customer experience, culture transformation, and employee experience strategies centered around operationalizing experience and operational data to achieve greater business results. Greg has presented keynote speeches on experience management around the world and in 2019 was named one of Loyalty 360’s Top 10 Most Influential Individuals in Customer Experience & Loyalty. Prior to joining the Qualtrics XM Institute, Greg owned an award-winning global consulting practice, Experience Strategy Associates, and was the Corporate Vice President of Guest Strategy & Insights for MGM Resorts International where he acted as the executive sponsor of all CX initiatives and strategies for the entire MGM Resorts portfolio. Greg holds a Masters Degree in Organizational Psychology from Capella University and a Bachelor's Degree in Hotel & Restaurant Management from the University of Missouri-Columbia.