Experience Foundation

The Experience Foundation course is a three-day immersive programme focused on introducing best practices for Experience Level Agreements (XLAs) and transitioning to an experience-focused organisation. Participants will learn the Experience Management Optimisation Framework™ and develop the skills needed to measure and manage experience within their organisations.

The course includes a 40-minute multiple-choice exam, with a passing mark of 50%, leading to Experience Foundation certification (APMG accredited)

Target Audience

This course is designed for professionals and organisations seeking to enhance customer and employee experiences by incorporating XLAs alongside traditional SLAs.

By the end of this course, participants will be able to:

• Understand the Experience Management Optimisation Framework™
• Measure and interpret experience ambitions and gaps
• Evangelise the importance of experience across the business
• Apply practical steps for delivering and improving experience outcomes
• Design strategies to innovate and reduce experience gaps

There are no prerequisites

• Introduction to Experience Level Agreements (XLAs) and experience management

• Deep dive into the Experience Framework:

  • Engage: The art and science of experience

  • Evangelise: Promoting experience within the organisation

  • Explore: Assessing current experience measures

  • Envision: Identifying patterns and opportunities

  • Enable: Using business intelligence to measure experience

  • Execute: Delivering and improving the experience

  • Embrace: Sustaining improvements for stakeholders

• Hands-on activities and case studies