XM Institute, Go-to Resource for Customer Experience Management Solutions

Qualtrics XM Institute, Go-to Resource for Experience Management Solutions

SAP company Qualtrics launches Qualtrics XM Institute, an online resource and community for XM (experience management) professionals along their journey of creating employee, product, brand, and customer experience management solutions. Through thought-leadership insights, networking opportunities, and specialized training the institute aims to help professionals in evaluating their XM capabilities and progress, generating more value from XM programs, understanding and applying XM best practices, and advancing their expertise as an industry leader. Membership to the XM Institute is free.

Qualtrics XM Institute is lead by Bruce Temkin, considered as one of the earliest customer experience visionaries who has been on the XM journey for over 20 years. Temkin founded the Temkin Group in 2010, which was acquired by Qualtrics in October 2018 and resulted in the conception of XM Institute. He explains how the new platform aims to become the world’s premier center of excellence for all things experience management,

“This new center brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professionals. The Institute will create industry benchmarks, drive groundbreaking thought leadership, and guide ongoing program optimization for customers.”

Creating Experience Management Solutions

Qualtrics XM Institute provides original and high-quality research on experience management topics and trends as well as industry benchmarks delivered through the Experience Matters blog, XM Journal, and on the XM Institute website. Here, XM professionals get access to guidance and resources to help them create and deliver experience management solutions across the four core experiences of XM: customer, employee, product and brand.

Members also get the opportunity to join XM Professionals Network (XMPN), a community of practitioners and leaders to learn best practices, connect with peers around the world, and advance their XM career and program. XMPN is open to all professionals around the globe who are responsible for the experience management program within their organizations. The community holds regular online forums, monthly roundtables, expert Q&A sessions, and local chapter meetups. These events will be facilitated by an extensive team of subject matter experts who will assist organizations with program design, implementation, and optimization.

Empowering XM Professionals through Training and Certification

Qualtrics XM Institute will also be offering online and in-person XM training to members to help their organizations optimize and iterate on their experience management programs. Beginning July 2020, the XM Foundations online training curriculum will be open for XM professionals. The curriculum combines essential XM content with activities specifically designed to help participants reflect on existing efforts, apply key learnings, and create plans for driving action.

In addition, Qualtrics will launch the XM Professional Certification (XMP) by fall 2020. The premier certification will be open to professionals who possess practical, real-world experience of managing one or more core experiences (customer, employee, product, or brand) of business. Successful applicants will have job responsibilities that include execution or management of activities in each of the six XM competencies:

  • Leading a transformation effort to architect and sustain an experience management program.
  • Tracking and ensuring XM efforts achieve well-defined business objectives.
  • Activating an organization for change by equipping people with the skills, support, and motivation to achieve desired results.
  • Collecting, analyzing, and distributing actionable insights across the organization.
  • Establishing mechanisms for an organization to prioritize and drive improvements based on insights.
  • Identifying and creating experiences that differentiate an organization.

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