Organized according to key experience management competencies, the learning repository is an online collection of articles, books, industry studies, videos, presentations, and podcasts all intended to advance members' professional development goals. Curated by members of the XMGlobal Collaborative's Board of Directors and their team, the content found in the repository has been carefully chosen and curated in a manner to best reflect the XM Competencies and Sub-competencies.
Measurement and Continuous Improvement
Harness the power of analytics and data integration to evaluate experience outcomes. Drive continuous improvement through actionable insights and strategic measurement frameworks.
Build stronger connections through advanced CRM strategies, employee engagement techniques, and motivational frameworks. Drive loyalty and satisfaction at every touchpoint.
Learn to design and deliver innovative, human-centered experiences. Combine digital expertise with cutting-edge design practices to exceed stakeholder expectations.
Dive into qualitative and quantitative research techniques to understand stakeholder needs and behaviors. Leverage data-driven insights to inform decision-making and improve experiences.
Master the principles of creating a customer-centric organization through strategic planning, change management, and effective organizational design. Build a strong foundation for success in experience management.
View our Board of Director's top picks, updated weekly!
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BoD Member Michael Mattson - Next in Queue Podcast
Relationship and Engagement Management
Customer Relationship Management (CRM)
Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.
BoD Member Hamdi Al-Amawi - Balancing Innovation and Human Connection in Patient Care
Experience Design and Delivery
Human-Centered Design, Innovation & Application of AI Technology
The article explores the balance between technological innovation and human connection in patient care. While electronic medical records (EMRs) improve efficiency, they risk diminishing doctor-patient relationships. Solutions like streamlined interfaces, AI-driven speech-to-text, and medical scribes can help. Ultimately, healthcare must integrate technology while preserving empathy for meaningful, patient-centered care.
BoD Member Susan Scarlet - Who Owns the Customer Experience? It's Not Who You Think.
Organizational Foundations
Customer-Centric Organization Development
The article emphasizes the need for a strong leader to drive customer-centricity beyond theory into practice. While many believe everyone owns the customer experience, this can lead to inaction. A Chief Customer Officer (CCO) plays a crucial role in navigating cultural shifts, balancing internal and external needs, and prioritizing long-term growth.
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