Overview
The Experience Practitioner course is designed to provide professionals with the skills and methodologies needed to design and implement Experience Level Agreements (XLAs) in real-world environments. This two-day course builds on foundational experience concepts and delves into practical experience management techniques, including the creation and operational integration of XLAs. Participants will also explore the role and scope of the Experience Management Office (XMO), equipping them to manage and enhance both employee and customer experiences.
The course concludes with a two-hour multiple-choice exam. Participants must achieve a 67% passing mark to earn their Experience Practitioner certificate. Full details are provided upon registration. (APMG accredited)
Target Audience
This course is ideal for professionals and organisations that wish to learn how to design and implement XLAs and establish an XMO. It is especially suited for Experience Practitioners responsible for managing and analysing experience data and metrics.
Prerequisites
Experience Foundation is required before attending this Practitioner course
Learning outcomes
By the end of this course, participants will:
- Understand the practicalities of implementing XLAs in an operational environment.
- Learn and apply the XLA Design methodology.
- Gain the skills to collect, analyse, and interpret experience data effectively.
- Explore the role and functions of the Experience Management Office (XMO).
- Learn practical techniques to manage and improve employee and customer experiences.
- Understand the challenges of real-world XLA implementation and how to overcome them.
Course Outline
This certificated course covers the following areas of learning:
- Recap of Experience Concepts
- Overview of fundamental experience concepts and terminology
- Understanding the evolution from SLAs to XLAs
- Introduction to the Experience Management Framework
- Designing XLAs for Real-World Use
- Introduction to XLA design models
- Identifying key experience data: What, where, and how to collect it
- Hands-on activity: Data analysis for continual experience management
- Introduction to the Experience Management Office (XMO)
- Role and scope of an XMO
- Experience management techniques and operational ecosystem considerations
- Workshop: Practical implementation of an XMO
- Science of Experience and Statistics
- Understanding experience metrics and measurements
- Interactive demonstration: XMO dashboard simulations
- Practical activity: Interpreting statistical data
- Creating and Integrating XLAs
- Detailed steps to design XLAs for formal contract use
- Introduction to automated experience tools
- Practical: Impact of tools on XLA creation and implementation
- The Art of Experience Interpretation
- Scenario-based exercises: Becoming an “experience detective”
- Techniques for interpreting data, forming hypotheses, and investigating root causes
- Group discussion: Orchestrating the experience ecosystem (internal and external perspectives)
- Interactive Group Discussions
- Sharing and discussing participant examples of experience challenges
- Review of XLA and XMO operational scenarios
Frequently asked questions
How can I create an account on myQA.com?
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
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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.