Qualtrics Platform Essentials Certification Latest Version Graded A+

Qualtrics Platform Essentials Certification Latest Version Graded A+ Experience Management (XM) is... a discipline that helps organizations to measure and improve the experiences delivered to different stakeholders across an enterprise. a discipline that helps organizations to measure and improve the experiences delivered to different stakeholders across an enterprise.. XM helps organizations deliver differentiated experiences by continuously: - listening, - propagating insights, and - rapidly adapting to meet the changing needs and expectations of others. Operating Framework for Experience Management - Competency, - Culture, and Technology. Competency The skills and actions that establish XM as a discipline across the organization. Six XM competencies: 1. Lead, 2. Realize, 3. Activate, 4. Enlighten, 5. Respond, and 6. Disrupt. Organizations adopt XM by mastering these competencies that are enabled by technology and nurtured by culture. Example: - Defining and communicating a clear XM strategy and program roadmap outlining the projects and work streams to improve experiences. - Identifying core XM metrics and defining goals against which to measure the progress of XM efforts. Technology A platform that empowers an organization to collect, understand, and take action on the combination of experience and operational data. For example: - A platform that infuses actionable intelligence through an organization. As the organization builds its XM competencies, it will naturally be collecting more X-data, so the platform needs to become the primary system of record for all of that X-data. - Since XM is a discipline woven across the entire organization it requires a platform that can manage all of the experience data and that is powerful and easy to use by the increasing number of employees who will have access to and need to take action on the insights generated. Culture Mindsets and beliefs that nurture XM-centric behaviors across an organization. The culture of an organization can either accelerate or inhibit the spread of XM competencies. Companies need to foster an environment that encourages XM-centric mindsets and behaviors in their leaders and employees. For example: - One characteristic of an XM culture is that it is human-centric. - The more that an organization is comfortable with making improvements without significant internal resistance, the easier it will be for XM competencies to take hold. An XM culture is also change-minded, meaning it creates a bias for embracing ongoing improvements and innovations An experience is... a moment of truth that affects the human components of your business. Experience Data (X-Data) data that is collected from stakeholders to understand experiences from a human perspective. It's the data of how people think, feel, and behave. Types of X-Data 1. Experience Expectations: How people think and feel about a future interaction with an organization. 2. Interaction Perceptions: How people think or feel about a specific interaction. (e.g. feedback after an online purchase or after an employee training course). 3. Journey Perceptions: How people think or feel about a collection of activities around a goal. (e.g. feedback after an airline customer finishes a trip or after an employee completes their onboarding). 4.Relationship Attitudes: How people feel about relationships with other people in their organization (e.g. managers, peers, leaders). (e.g. Customer NPS, Customer Sentiment, Employee Engagement, or Brand Tracking