Experience Management and XLA Foundation

This two-day foundational course introduces the core concepts of Experience Management and the use of Experience Level Agreements (XLAs). Participants will learn how to embed an experience focused culture within their organisation — whether for employees or customers — and how to use the Experience Management Optimisation Framework™ to measure, manage and improve experience outcomes systematically.

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

• Understand the Experience Management Optimisation Framework™
• Measure and interpret experience ambitions and gaps
• Promote the value of experience across the organisation
• Apply practical actions to deliver and improve experience outcomes
• Design strategies to innovate and reduce experience gaps

There are no prerequisites for this course.

Target audience

Professionals and organisations aiming to enhance customer or employee experience by complementing traditional Service Level Agreements (SLAs) with experience-based measures (XLAs).

Introduction to XLAs and experience management

• Overview of XLA concepts and why they matter
• Defining experience from employee and customer perspectives

Deep dive into the Experience Framework

• Engage: understanding the art and science of experience
• Evangelise: promoting experience thinking across the organisation
• Explore: evaluating current experience measures and landscape
• Envision: spotting patterns, possibilities, and improvement pathways
• Enable: using business intelligence and data to measure experience ambitions and gaps
• Execute: implementing initiatives to deliver and improve experience
• Embrace: sustaining improvements and embedding experience in culture

Practical, case studies, and real-world application

• Workshops and exercises to experiment with XLA implementation
• Case studies to explore employee and customer facing experience use cases
• Strategy design sessions to plan next steps post course

Exams and assessments

• 40 minute multiple choice exam (online with voucher included)
• 50% pass mark required to achieve the Experience Foundation certification

Hands-on learning

Delegates will engage in:

• Interactive exercises applying XLA framework phases to their organisation
• Group discussions and strategy development around experience metrics and improvement plans
• Case study analysis of experience scenarios for both employees and customers
• Design of actionable next steps for embedding experience focused practices