Experience Management and XLA® Foundation
Elevate your organization's customer experience with the XM and XLA® Foundation course. This two-day training, followed by a multiple-choice exam, offers a comprehensive introduction to Experience Management (XM) and Xperience Level Agreement (XLA®). Ideal for professionals like Service and Experience Managers, and Support professionals, it focuses on improving end-user experience and business impact using XM and XLA® methods. The course covers the fundamentals of XM and XLA, practical implementation skills, and includes both theoretical lessons and group assignments. Successful completion awards an XM and XLA® Foundation certificate, affirming your proficiency in these crucial business strategies.
Participants of this course will:
- Deepen their understanding of improving customer experiences.
- Explore the significance of XM and XLA in business.
- Develop practical skills to apply XM and XLA frameworks effectively.
With the omnipresence of digital technology in our modern society and the increasing dependence on it, contractual relationships and Service Level Agreements (SLAs) have become a necessity in IT. However, relying solely on SLAs can lead to a situation where everyone works in their own silo, often neglecting the impact on the customer’s business and the people they serve. SLAs are task-based on minimum accepted quality and risk avoidance. In today’s business and IT landscape, we need more than technical output to ensure user and employee satisfaction. We need a standardized approach to measure how services are perceived; this is where Xperience Level Agreement (XLA®) comes into play.
XLA® is a commitment between service providers and clients to optimize the outcome of digital and technology on humans and business. Experience Management (XM) is a set of activities that achieves a better experience and greater business impact by driving and improving collaboration. Prioritizing XM and XLA® is the key to satisfaction for both end users and employees. (More info on NEN 8038:2023)
Examination and Certification
The content of this training course ensures that you are sufficiently equipped to take the Introduction to Experience Management and XLA® exam. To pass you must answer at least 80 percent of the multiple-choice questions correctly. After successfully completing the exam, you will receive an official XLA® Ambassador certificate. This certificate proves that you have gained sufficient knowledge about the concepts of Experience Management and XLA®.
Exam specifications
| Number of questions: | 40 |
| Duration(minute) of exam: | 60 min. |
| Pass Mark – X% (X marks): | 80% |
| Open/Closed book: | Closed |
| Language: | English |
| Paper-based & online availability | Online exam |
| Where can I find more information about the exam in general and related manners. | Exam instruction |
XM & XLA® Foundation FAQs
This class is for all professionals and organisations looking to improve their customer/employee experience by augmenting traditional Service Level Agreements (SLAs) with XLAs. The course provides an overview of the journey that is required to design and implement the right experience measures and how to manage and operate them once they are live.
Currently we accept payment via bank transfer but are working on implementing PayPal functionality for our courses in the future. We can provide invoices and receipts if required.
This course is a 2 day event – 9:00am – 4:30pm
All of our courses can run both online and in person (at your location or ours). Unless is specifically stated, expect the course to be run online. Should you book a place, we will send you a booking acknowledgement. Joining instructions will be sent to you approximately 1-2 weeks prior to the start date.