Overview
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.
Prerequisites
There are no prerequisites
Learning outcomes
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
Course Outline
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Introduction to Experience Level Agreements (XLAs) and experience management
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Deep dive into the Experience Framework:
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Engage: The art and science of experience
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Evangelise: Promoting experience within the organisation
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Explore: Assessing current experience measures
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Envision: Identifying patterns and opportunities
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Enable: Using business intelligence to measure experience
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Execute: Delivering and improving the experience
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Embrace: Sustaining improvements for stakeholders
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- Hands-on activities and case studies
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.