Introduction to Experience Management
The Discipline of XM
What is Experience Management
The Operating Framework for Experience Management
Competency
Technology
Culture
Defining Experiences and Insights
What is an Experience?
Defining experience gaps and opportunities
Challenge
Introduction to X and O Data
Defining X and O Data
Experience Data (X-Data)
Operational Data (O-Data)
In Summary
Applying X-Data and O-Data
Example case study
Analyzing X-Data alone
Analyzing X-Data and O-Data together
Defining actions using X and O-Data
Get started with XM in your organization
Challenge
List X and O Data for your Organization
Practice Combining X and O Data
Introduction to X and O Data
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