Last updated on November 18, 2020.
The XM Professional Certification exam is meant to evaluate the knowledge developed by XM professionals throughout their careers. It is not meant to test an applicant’s retention of a specific training course or a specific set of content. However, we recommend that applicants spend some time building up or refreshing their knowledge in areas where they may have gaps. To help in the process, XM Institute has assembled this set of resources which will be regularly updated as new, relevant content is released.
Below you will find a collection of resources from the XM Institute and Qualtrics that will help XM professionals prepare for the XMP certification exam. There are some resources that are written through the lens of customer experience or employee experience, but the underlying frameworks and practices related to an XM Competency can often be applied more broadly across other experience types.
This content is not meant to be a comprehensive exam study guide, but it will provide helpful content as you brush up on different knowledge areas contained in the XMP certification blueprint. Applicants are encouraged to review these and other resources as they reinforce their existing expertise across the topics of the exam blueprint.
Understanding Human Behavior
Key Topics: Experience Processing, Behavioral Science, and Research Methods
- Launchpad: Understanding Human Behavior
- Multimedia: The Human Experience Cycle
- Multimedia: The Six Key Traits of Human Beings
- Multimedia: The Five Inhibitors of Organizational Empathy
- Research: Best Practices for Designing Survey Questions
- Research: Emotion-Infused Experience Design
- Research: Behavioral Guide to Experience Design
- Blog: The Human Experience Cycle
- Blog: Your Organization is an Experience Factory
- Blog: Three Analytical Tools That Every XM Leader Should Understand
- Tool: Human Biases: Design Worksheet
- Ebook: The Qualtrics Handbook of Question Design
- Ebook: Determining Sample Size
XM Foundations
Key Topics: XM as a Discipline, Organizational Culture, and Technology as an Enabler
- Online Training: Experience Management Foundations: Essentials for Operationalizing XM
- Launchpad: Introduction to Experience Management
- Launchpad: The XM Operating Framework
- Launchpad: Nurturing an XM-Centric Culture
- Multimedia: What is Experience Management?
- Multimedia: The Power of X- and O-Data
- Research: The Six Laws of Experience Management
- Research: Creating and Sustaining a Customer-Centric Culture
- Blog: Tapping Into the Power of Experience Management
- Blog: Are Your Experience Management Efforts Outdated? Modernize Them.
- Blog: Six Types of Experience Data (X-Data)
- Blog: The Four P’s of XM Insights
- Blog: XM versus BI: No Real Comparison
- Blog: Six Categories of X&O Data Insights
- Blog: What’s the Right Mix of O-Data and X-Data?
- Blog: 4 Ways to Modernize Your X-Data Systems
- Blog: Five XM Practices for Accelerating Your Digital Transformation
XM Competencies
Key Topics: Leading a Multi-year Transformation Effort, Realizing Value from XM, Activating an Organization for Change, Enlightening the Organization with Insights, Responding to Insights with Action, and Disrupting the Status-quo with Design
- Online Training: Experience Management Foundations: Essentials for Operationalizing XM
- Launchpad: Building an XM Metrics Program
- Launchpad: Activating Employees Around Experience Management
- Launchpad: Driving Insights with X- and O-Data
- Launchpad: Maturing Your XM Program
- Infographic: Operationalizing XM
- Multimedia: The Six XM Competencies
- Multimedia: Webinar: Mastering XM Governance – A Key XM Leadership Skill
- Research: Operationalizing XM
- Research: Activating Executive Commitment
- Research: Activating Middle Managers to Drive CX Change
- Research: Introducing Employee-Engaging Transformation
- Research: The Federated Customer Experience Model
- Research: Translating Brand Promises into Employee Behaviors
- Research: Engaging a Tethered Workforce
- Research: Five Steps for Building a Strong CX Metrics Program
- Research: Renovating Your Voice of the Customer Program
- Research: Capturing Insights from Online Customer Communities
- Research: Customer-Infused Process Improvement
- Research: Best Practices Across the Disrupt Competency
- Research: Propelling Experience Design Across an Organization
- Blog: XM Competency: Leading a Multi-Year Transformation
- Blog: Stop Obsessing about Organizational Alignment
- Blog: Three Characteristics of XM Leaders
- Blog: Drive Change Top-Down and Bottom-up with Middle Managers
- Blog: Five A’s: The Executive Agenda for XM Transformation
- Blog: Existing Metrics Aren’t Enough for Customer-Centric Strategy
- Blog: XM Fireside Chat: ROI of CX with Bruce Temkin and Moira Dorsey
- Blog: How Do You Engage Employees? Adopt the Five I’s
- Blog: Effective Communication: A Critical Skill to Propel XM Success
- Blog: Using Journey Maps to Define Listening Posts
- Blog: Two Ultimate Questions for XM Metrics
- Blog: Use Unstructured Data to Give Your CX Program the Edge It Needs
- Blog: Five Recommendations for De-emphasizing Benchmarking
- Blog: Employee Feedback: How to Drive Accountability and Action
- Blog: The Future of VoC: Insight and Action, Not Feedback
- Tool: Experience Management Maturity: Assessment
- Tool: Responsibilities of an XM Core Team
- Tool: Executives’ Commitment to XM
- Tool: Embedding Brand Promises
Applying XM
Key Topics: Customer Experience, Employee Experience, Product Experience, Brand Experience, and XM Expansion
- Launchpad: Fundamentals of Customer Experience
- Launchpad: Fundamentals of Employee Experience
- Multimedia: The XM Diffusion Cycle
- Multimedia: The Employee Engagement Virtuous Cycle
- Multimedia: What is Net Promoter Score?
- Multimedia: The Power of Customer Journey Mapping
- Multimedia: Webinar: You’re Surveying Your Employees – What Next?
- Multimedia: Webinar: Hitting Fast Forward on Customer Experience
- Multimedia: Webinar: Humanizing Digital Experiences
- Multimedia: Webinar: Humanizing Digital Experiences
- Research: The XM Diffusion Cycle
- Research: Three Shifts for Employee Experience Success
- Research: Humanizing Digital Interactions
- Research: B2B Customer Experience Best Practices
- Research: B2B CX Best Practices: Embedding Actionable Insights into Key Processes
- Blog: Expansion of Experience Management and XM Professionals
- Blog: HR Leaders: It’s Time to Build Your XM Skills
- Blog: Three CX Principles That Can Help Propel EX
- Blog: Three CX Measurement Principles that Can Help Propel EX
- Blog: Yes, It’s Time to Get Rid of Old School Employee Surveys
- Blog: My Latest 9 Recommendations for NPS
- Blog: Is NPS a Dubious Fad?
- Blog: Questions above Government CX, with Answers for All CX Programs
- Qualtrics Blog: Your Ultimate Guide to Customer Experience
- Qualtrics Blog: Your Ultimate Guide to Employee Experience
- Qualtrics Blog: What is Product Experience (PX) Management?
- Qualtrics Blog: What is Brand Experience (BX) Management?
- Ebook: Unlocking Real-time Brand Analytics
- Ebook: 16 Research Methods to Maximize Product Success
- Ebook: Introduction to Product Concept Testing