A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “Qualtrics XM Institute”

The Global State of XM

The Global State of XM

Released: July 14, 2020 • Episode #125

Experience management, or “XM”, is more than just a “buzzword.” It’s a holistic approach to experience across the organization that includes customers, employees, products, and brand. The Qualtrics XM Institute recently published a report on how XM is being adopted worldwide. Host Steve Walker welcomes Moira Dorsey, principle XM Catalyst at the Qualtrics XM Institute to discuss the findings of the report.

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Experience Management 101, Part 2

Experience Management 101, Part 2

Released: December 10, 2019 • Episode #96

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 • Episode #95

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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