Qualtrics Fundamentals Certification Questions And
Answers
XM Operating Framework ANS Technology, Culture, Competency
Lenses we perceive an experience through ANS Success, Effort, Emotion
_______ shapes attitudes ANS Perceptions
_______ shapes behaviors ANS Attitudes
Human Experience Cycle ANS Experience - Expectations - Perceptions - Attitudes - Behaviors
3 Critical capabilities XM provides ANS 1. Continuously learn, 2. Propagate insights, 3. Rapidly
adapt
4 P's of XM insights ANS Problems, Preferences, Possibilities, Priorities
X Why ANS Find something happening in operational data and look for an explanation in the
experience data
O Drivers ANS Find something happening in X-data and look for operational situations that are
causing those circumstances
X + O Predict ANS Build projections based on analysis of X+O data
X + O Personalize ANS Adjust how you treat people based on a combination of X+O data
X + O Alert ANS Send alerts and other information to people across the ecosystem based on a
combination of X+O data
, X Value ANS Measure the value of improving experiences by examining the impact those changes
have on business metrics
Competency ANS Skills and actions that establish XM as a discipline (6)
Technology ANS Technology platform that empowers an organization to collect, understand and take
action on the combination of experience and operational data
Culture ANS mindsets and beliefs that nurture XM-centric behaviors across an organization
6 XM Competencies ANS Lead
Realize
Activate
Enlighten
Respond
Disrupt
XM Competency - Lead ANS Architect, Align & Sustain successful XM efforts
XM Strategy
XM Program Roadmap
XM Governance
XM Competency - Realize ANS Track and ensure that XM efforts achieve business objectives
Value Planning
Value Delivery
Metrics Management
Answers
XM Operating Framework ANS Technology, Culture, Competency
Lenses we perceive an experience through ANS Success, Effort, Emotion
_______ shapes attitudes ANS Perceptions
_______ shapes behaviors ANS Attitudes
Human Experience Cycle ANS Experience - Expectations - Perceptions - Attitudes - Behaviors
3 Critical capabilities XM provides ANS 1. Continuously learn, 2. Propagate insights, 3. Rapidly
adapt
4 P's of XM insights ANS Problems, Preferences, Possibilities, Priorities
X Why ANS Find something happening in operational data and look for an explanation in the
experience data
O Drivers ANS Find something happening in X-data and look for operational situations that are
causing those circumstances
X + O Predict ANS Build projections based on analysis of X+O data
X + O Personalize ANS Adjust how you treat people based on a combination of X+O data
X + O Alert ANS Send alerts and other information to people across the ecosystem based on a
combination of X+O data
, X Value ANS Measure the value of improving experiences by examining the impact those changes
have on business metrics
Competency ANS Skills and actions that establish XM as a discipline (6)
Technology ANS Technology platform that empowers an organization to collect, understand and take
action on the combination of experience and operational data
Culture ANS mindsets and beliefs that nurture XM-centric behaviors across an organization
6 XM Competencies ANS Lead
Realize
Activate
Enlighten
Respond
Disrupt
XM Competency - Lead ANS Architect, Align & Sustain successful XM efforts
XM Strategy
XM Program Roadmap
XM Governance
XM Competency - Realize ANS Track and ensure that XM efforts achieve business objectives
Value Planning
Value Delivery
Metrics Management
