10/16/24, 9:43 AM
L1 Qualtrics Platform Essentials (L1) with 100% sure answers
Terms in this set (45)
Experience Management (XM) is a discipline that helps organizations measure and
improve the experiences delivered to different stakeholders across an enterprise.
What is Experience Management? XM helps organizations deliver differentiated experiences by continuously listening,
propagating insights, and rapidly adapting to meet the changing needs and
expectations of customers, employees, partners, and other people in an
organization's XM ecosystem.
What are the 3 components of XM that a Competency (skills and actions required to build capabilities), Culture (mindsets and
business needs to invest in to be successful beliefs that nurture XM behaviors), and Technology (platform that infuses actionable
in XM? intelligence throughout org).
A moment of truth that affects the human components of your business. Experiences
are created during a business's regular activities,
What is an Experience and when are they
created? EX: People using a brand new product for the first time, customers applying for a
loan with your business, managers learning new software to manage team output,
etc.
Breakdowns in processes
Opportunities to enhance services
Types of XM Insights Ways to streamline an interaction
Moments for education or communication
Areas for further investigation
1/7
, 10/16/24, 9:43 AM
X-data; data that is collected from stakeholders to understand experiences from a
human perspective. It's the data of how people think, feel, and behave. X-data tells
you why it's happening.
Experience Expectations - how people think and feel about a future interaction with
an organization
Interaction Perceptions - How people think or feel about a specific interaction, which
can be tracked continuously or periodically
Journey Perceptions - How people think or feel about a collection of activities
What is Experience data?
around a goal, which can be tracked continuously or periodically
Relationship Attitudes - How people feel about relationships with other people in
their organization (e.g. managers, peers, leaders). This also includes how people feel
about their relationship with an organization overall,
Ad-Hoc Diagnostics - How people think or feel about a problem or opportunity,
which is collected as needed based on other findings
Choice Preferences - How people would rank different alternatives, which is
collected periodically
O-data; the data that an organization collects as part of the normal course of
business—the data of what happened, when, where, how much, and who by. When
the need arises to measure specific experiences, XM
What is Operational data?
Professionals can leverage O-data to contextualize and enrich the X-data. O-data
tells you what happened
Survey Design
Survey Build
Distribution
Stages of a survey project?
Data collection and Processing
Reporting
Decision Making
The goal of a survey project is ultimately to make informed business decisions,
What is the goal of a survey project? present recommendations to executives, or invest in optimizing processes, teams,
and products—all investments of valuable resources
Survey Design - The survey project is an important part of the experience
What is the most important stage in a
management operation in a business because it captures the data that is ultimately
survey project?
used for organization-level decision-making.
When questions are confusing or hard to answer, respondents become more likely
to use shortcuts in answering questions. This results in straight-lining or guessing, and
the data this produces won't show the kind of variation that reflects reality.
When questions are complex and overbearing, such as long grid questions,
respondents make mistakes in answering using the correct cells. At scale, this
Impacts of poor survey design?
produces very risky data for decision-making.
When surveys are long, respondents skip questions or abandon the survey. This
results in fewer responses for the last few questions of your survey, reducing how
representative the data is for these questions. Similarly, when respondents skip
questions you will have gaps in the completeness of your survey data.
L1 Qualtrics Platform Essentials (L1)
2/7
L1 Qualtrics Platform Essentials (L1) with 100% sure answers
Terms in this set (45)
Experience Management (XM) is a discipline that helps organizations measure and
improve the experiences delivered to different stakeholders across an enterprise.
What is Experience Management? XM helps organizations deliver differentiated experiences by continuously listening,
propagating insights, and rapidly adapting to meet the changing needs and
expectations of customers, employees, partners, and other people in an
organization's XM ecosystem.
What are the 3 components of XM that a Competency (skills and actions required to build capabilities), Culture (mindsets and
business needs to invest in to be successful beliefs that nurture XM behaviors), and Technology (platform that infuses actionable
in XM? intelligence throughout org).
A moment of truth that affects the human components of your business. Experiences
are created during a business's regular activities,
What is an Experience and when are they
created? EX: People using a brand new product for the first time, customers applying for a
loan with your business, managers learning new software to manage team output,
etc.
Breakdowns in processes
Opportunities to enhance services
Types of XM Insights Ways to streamline an interaction
Moments for education or communication
Areas for further investigation
1/7
, 10/16/24, 9:43 AM
X-data; data that is collected from stakeholders to understand experiences from a
human perspective. It's the data of how people think, feel, and behave. X-data tells
you why it's happening.
Experience Expectations - how people think and feel about a future interaction with
an organization
Interaction Perceptions - How people think or feel about a specific interaction, which
can be tracked continuously or periodically
Journey Perceptions - How people think or feel about a collection of activities
What is Experience data?
around a goal, which can be tracked continuously or periodically
Relationship Attitudes - How people feel about relationships with other people in
their organization (e.g. managers, peers, leaders). This also includes how people feel
about their relationship with an organization overall,
Ad-Hoc Diagnostics - How people think or feel about a problem or opportunity,
which is collected as needed based on other findings
Choice Preferences - How people would rank different alternatives, which is
collected periodically
O-data; the data that an organization collects as part of the normal course of
business—the data of what happened, when, where, how much, and who by. When
the need arises to measure specific experiences, XM
What is Operational data?
Professionals can leverage O-data to contextualize and enrich the X-data. O-data
tells you what happened
Survey Design
Survey Build
Distribution
Stages of a survey project?
Data collection and Processing
Reporting
Decision Making
The goal of a survey project is ultimately to make informed business decisions,
What is the goal of a survey project? present recommendations to executives, or invest in optimizing processes, teams,
and products—all investments of valuable resources
Survey Design - The survey project is an important part of the experience
What is the most important stage in a
management operation in a business because it captures the data that is ultimately
survey project?
used for organization-level decision-making.
When questions are confusing or hard to answer, respondents become more likely
to use shortcuts in answering questions. This results in straight-lining or guessing, and
the data this produces won't show the kind of variation that reflects reality.
When questions are complex and overbearing, such as long grid questions,
respondents make mistakes in answering using the correct cells. At scale, this
Impacts of poor survey design?
produces very risky data for decision-making.
When surveys are long, respondents skip questions or abandon the survey. This
results in fewer responses for the last few questions of your survey, reducing how
representative the data is for these questions. Similarly, when respondents skip
questions you will have gaps in the completeness of your survey data.
L1 Qualtrics Platform Essentials (L1)
2/7
