A resource for customer experience (CX) and experience management (XM) professionals.
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Experience Management 101

Experience Management 101

Episodes to explain “experience management” – or “XM” – as defined by the Qualtrics XM Institute’s XM Operating Framework.

Experience Management 101, Part 2

Experience Management 101, Part 2

Released: December 10, 2019 6:00 am

In the second part of a two-part series on the basics of experience management, or "XM," Steve welcomes back Aimee Lucas from the Qualtrics XM Institute to discuss the six competencies CX leaders need to have to maximize their experience management efforts: lead, realize, activate, enlighten, respond, and disrupt.

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Experience Management 101, Part 1

Experience Management 101, Part 1

Released: December 3, 2019 6:00 am

Experience Management, or “XM”, is a newer term in the area of customer experience and CX professionals will certainly be hearing more about how XM will impact their programs. Steve welcomes Aimee Lucas from the Qualtrics XM Institute to provide an overview of experience management and how it impacts CX professionals’ efforts within their companies.

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