Why Certification
The XLA® Institute actively certifies organizational capabilities and supporting tools, and individuals, to advance Experience Management (XM) and the application of Experience Level Agreements (XLAs).
The XLA® Institute certification process enables organizations and individuals to effectively implement and benefit from XM practices by providing a structured, standardized approach that validates and enhances their capabilities.
- By establishing industry standards and promoting best practices, certification accelerates the global adoption of XM and XLA®. Furthermore, it fosters innovation and development by creating frameworks for education, certification programs, and specialized tools that support effective experience management.
- Certification builds customer trust by validating organizational expertise and demonstrating a commitment to high standards and continuous improvement.
- Customers experience improved service quality, better alignment with their needs, and assurance of professional standards when they work with certified organizations.
- For organizations and individuals looking to advance their XM credentials, we've partnered with two international accreditation companies, because your expertise deserves global recognition.
Dynamic Experience Management Framework (DEMF)
- The XLA Institute is developing the Dynamic Experience Management Framework (DEMF) through a collaborative effort with its Global Founding members, guided by the XLA® Institute Advisory Board and insights from the annual State of XLA® report©.
- In 2025, the certification process will launch in several phases. The first phase is the Intent phase, known as XLA®-XM-1 Verified. This level is launched in June 2025.