Qualtrics Platform Essentials Exam
6 XM Competencies - ANS-Lead, Realize, Activate, Enlighten, Respond and Disrupt
3 Components of XM that a business needs to invest in to be successful in Experience
Management - ANS-Competency, Culture and Technology
Experience - ANS-Moment of truth that affects the human components of your
business. Experiences are created during a business's regular activities (buying, selling,
delivering services, managing stakeholders, engaging employees etc.)
Examples:
Customers applying for a loan with your business
Citizens completing tax returns online
Managers learning new software to manage their teams' output
Insights - ANS-Experience being measured --> insight gained from the data--->impact
on stakeholders & business ---> actions to mitigate.
Examples:
Front line employees work night shift at call center
Coffee isn't consistently available for night shift workers making them feel unimportant
Employees productivity & ability to be empathetic to customers are negatively impacted.
Turnover of hard to replace night shift employees
Structure office ordering to ensure coffee supplies don't run out
Continue to share night shift worker sentiment w/ managers
X Data - ANS-aka Experience Data
why it's happening
collected from stakeholders to understand experiences from a human perspective
(think, feel, behave)
6 types:
Experience - how people think & feel about a future interaction w/ an org (whether
customer expects a product to be hard to use)
6 XM Competencies - ANS-Lead, Realize, Activate, Enlighten, Respond and Disrupt
3 Components of XM that a business needs to invest in to be successful in Experience
Management - ANS-Competency, Culture and Technology
Experience - ANS-Moment of truth that affects the human components of your
business. Experiences are created during a business's regular activities (buying, selling,
delivering services, managing stakeholders, engaging employees etc.)
Examples:
Customers applying for a loan with your business
Citizens completing tax returns online
Managers learning new software to manage their teams' output
Insights - ANS-Experience being measured --> insight gained from the data--->impact
on stakeholders & business ---> actions to mitigate.
Examples:
Front line employees work night shift at call center
Coffee isn't consistently available for night shift workers making them feel unimportant
Employees productivity & ability to be empathetic to customers are negatively impacted.
Turnover of hard to replace night shift employees
Structure office ordering to ensure coffee supplies don't run out
Continue to share night shift worker sentiment w/ managers
X Data - ANS-aka Experience Data
why it's happening
collected from stakeholders to understand experiences from a human perspective
(think, feel, behave)
6 types:
Experience - how people think & feel about a future interaction w/ an org (whether
customer expects a product to be hard to use)
