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Essential XM Principles Boot Camp

Learn and Apply Essential XM Principles to Help Your Business Thrive

The UWEBC, in collaboration with Qualtrics XM Institute, is proud to bring this Boot Camp in the Discipline of Experience Management exclusively to the UWEBC network.

UWEBC membership is not required to participate in this Boot Camp.

Customer Experience (CX) has risen to be a top focus for all organizations, blending Customer Service and Marketing as customer journeys now blend the physical with the digital. The more we learn about how our customers’ perceptions of their experiences with our brands are formed, the more we realize how important and intertwined their experiences with our teams, products and communication channels are. In that context, Gartner research has found the brands that are most successful in this area have adopted a “total experience strategy to elevate the connection between customers and employees by reimagining each experience, tying them together, and closing the gaps.” Organizations will increasingly need new leaders that can see this ecosystem and break through the silos to create the experiences they want to be known for.

Experience Management (XM) is a discipline that encompasses customer, employee, product, and brand experiences. This Boot Camp teaches the fundamental competencies required to build and mature your XM, CX, and EX programs. In doing so, it will provide an unparalleled opportunity to look at your business through a new lens, giving you the language and tools to raise the bar on experiences with your brand.

Following three, full-day in-person classroom sessions, instructed by expert Greg Chase of the Qualtrics XM Institute, attendees have the opportunity to fortify their learning by participating in three virtual collaborative learning sessions with classmates, facilitated by UWEBC Customer Service Practice Director Matthew Cone, to share and discuss experiences around applying the methods, processes, and tools learned in the class.

Benefits and Outcomes

  • Learn concepts, methods and tools for developing and maturing an XM strategy, encompassing customer and employee experience.
  • Become part of an engaged learning community of fellow XM practitioners you can tap into along the journey to incorporate the discipline of XM into your organization.
  • Discover other XM resources available from Qualtrics XM Institute and the UWEBC.
  • Be prepared to test for XM Fundamentals Certification from XM Institute, should you wish to do so.


Three full-day, in-person sessions, on the UW-Madison campus:

  • August 23-25, 2023, 9:00am-4:00pm each day

Also includes three virtual follow-up sessions: one to review for XM Fundamentals Certification, and two to share and discuss experiences around applying class concepts with classmates, all facilitated by UWEBC Customer Service Practice Director Matthew Cone.

  • September 8, 2023, 9:00am-12:00pm
  • September 22, 2023, 9:00am-12:00pm
  • October 20, 2023, 9:00am-12:00pm

Interested in this Boot Camp, but unable to attend this time for whatever reason?

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Learn from the best in the field

The UWEBC is partnering with Qualtrics XM Institute, the foremost thought leader on XM, to bring this important discipline exclusively to the UWEBC network.

We are excited to have Greg Chase, Head of XM Pros Community & Experience Management (XM) Catalyst of Qualtrics XM Institute to as the leader of this content. Recently named one of Loyalty 360’s Top 10 Most Influential Individuals in Customer Experience & Customer Loyalty, Greg is an expert when it comes to customer, employee, and brand strategy. Prior to joining the Qualtrics team, Greg owned his own consulting firm, Experience Strategy Associates and previously served as Corporate Vice President of Guest Strategy & Insights for MGM Resorts International. Greg has also been very active internationally and has led global RFP responses for Integrated Resorts across Asia, the United States and Japan. Greg is best known for his innovative approach to creating buy-in and engagement around experience driven strategies, having successfully led customer and employee experience transformations that have touched thousands of employees world-wide.

Qualtrics XM Institute’s mission is to create a thriving global community of XM Professionals who are empowered and inspired to improve human experiences. They are a powerful unit that operates within Qualtrics to help organizations design, deliver, and mature their XM programs.

“My vision for the XM Institute was based on one core belief – experience matters! Our team of experts is here for your organization, and we’re not stopping – we’re shaping the future of XM.” – Bruce Temkin, Head of the XM Institute


Days one through three

Full day, in-person classroom sessions include the following topics:

  • Experience Management Foundations
  • Understanding Human Behavior
  • How Humans Make Decisions
  • Introduction to Experience Management
  • The Value of Experience Management
  • The Six Laws of Experience Management
  • The XM Operating Framework
    • Competencies
    • Culture
    • Technology

Participants will also be granted a code to test for the XM Fundamentals Certification through the XM Institute, after completion of the classroom portion of the Boot Camp.

Following the Classroom Sessions

One session will be dedicated to review for the certification for attendees who wish to pursue the XM Fundamentals Certification.

In the following two sessions, you will get the opportunity to leverage your cohort of peers and hear different approaches to implementing provided tools to better understand the positive impact you can make on your business through the discipline of XM.

Who should attend?

This Boot Camp is ideal for current leaders (at any level) and employees marked for future leadership roles – particularly those involved in Voice of Customer or Employee processes and/or Customer Experience or Customer Journey design.

Location and Accomodations

The in-person classroom sessions will take place at:

UW-Madison Pyle Center
702 Langdon St
Madison, WI 53706

These hotels are within easy walking distance of the Pyle Center. Book a room early to ensure availability!

UW-Madison Fluno Center Hotel
601 University Ave Madison, WI 53715

Graduate MADISON
601 Langdon St Madison, WI 53703

Hampton Inn & Suites Madison/Downtown
440 W Johnson St Madison, WI 53703

Questions about this Boot Camp?

Matthew Cone

Position title: Customer Service Practice Director

Email: matthew.cone@uwebc.wisc.edu

Phone: 608-263-0635