BEGIN:VCALENDAR VERSION:2.0 PRODID:-//XLA Institute - ECPv6.15.20//NONSGML v1.0//EN CALSCALE:GREGORIAN METHOD:PUBLISH X-WR-CALNAME:XLA Institute X-ORIGINAL-URL:https://xla.institute X-WR-CALDESC:Events for XLA Institute REFRESH-INTERVAL;VALUE=DURATION:PT1H X-Robots-Tag:noindex X-PUBLISHED-TTL:PT1H BEGIN:VTIMEZONE TZID:Europe/London BEGIN:DAYLIGHT TZOFFSETFROM:+0000 TZOFFSETTO:+0100 TZNAME:BST DTSTART:20230326T010000 END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:+0100 TZOFFSETTO:+0000 TZNAME:GMT DTSTART:20231029T010000 END:STANDARD BEGIN:DAYLIGHT TZOFFSETFROM:+0000 TZOFFSETTO:+0100 TZNAME:BST DTSTART:20240331T010000 END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:+0100 TZOFFSETTO:+0000 TZNAME:GMT DTSTART:20241027T010000 END:STANDARD BEGIN:DAYLIGHT TZOFFSETFROM:+0000 TZOFFSETTO:+0100 TZNAME:BST DTSTART:20250330T010000 END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:+0100 TZOFFSETTO:+0000 TZNAME:GMT DTSTART:20251026T010000 END:STANDARD END:VTIMEZONE BEGIN:VTIMEZONE TZID:Europe/Amsterdam BEGIN:DAYLIGHT TZOFFSETFROM:+0100 TZOFFSETTO:+0200 TZNAME:CEST DTSTART:20230326T010000 END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:+0200 TZOFFSETTO:+0100 TZNAME:CET DTSTART:20231029T010000 END:STANDARD BEGIN:DAYLIGHT TZOFFSETFROM:+0100 TZOFFSETTO:+0200 TZNAME:CEST DTSTART:20240331T010000 END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:+0200 TZOFFSETTO:+0100 TZNAME:CET DTSTART:20241027T010000 END:STANDARD BEGIN:DAYLIGHT TZOFFSETFROM:+0100 TZOFFSETTO:+0200 TZNAME:CEST DTSTART:20250330T010000 END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:+0200 TZOFFSETTO:+0100 TZNAME:CET DTSTART:20251026T010000 END:STANDARD END:VTIMEZONE BEGIN:VEVENT DTSTART;TZID=Europe/London:20241128T093000 DTEND;TZID=Europe/London:20241129T163000 DTSTAMP:20260416T061141 CREATED:20240816T135255Z LAST-MODIFIED:20241023T093517Z UID:10000012-1732786200-1732897800@xla.institute SUMMARY:Experience Practitioner DESCRIPTION:Experience Practitioner builds upon learning from Experience Foundation and provides attendees with the practical knowledge required to design\, implement and manage XLAs within their organisation. \nOverview: \n\nAn overview of the XLA Design Methodology\nDifferent types of XLAs\nApplying the six-step XLA Design Methodology\, with practical exercises at each step:\n\nExperience Now Review\nExperience Ambition Creation\nGathering X-Data (Experience Data)\nBuilding Underpinning Data (O and T Data)\nScoring and Weighting the Measures\nThe Experience Reference Matrix (XRM™) – how the data points come together\n\n\nAn overview of the Experience Management Office (XMO)\nXMO Mission and Scope\nDetailing Roles and Competencies\nExperience Management Governance\nXMO Design\n\n \n Save your Place URL:https://xla.institute/training/experience-practitioner-2/ CATEGORIES:Experience Practitioner ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/BH-XLABS-Event-Icon.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/London:20241125T093000 DTEND;TZID=Europe/London:20241129T163000 DTSTAMP:20260416T061141 CREATED:20240816T135427Z LAST-MODIFIED:20241023T093345Z UID:10000013-1732527000-1732897800@xla.institute SUMMARY:Experience Bootcamp DESCRIPTION:An exciting opportunity to combine the October Experience Foundation and Experience Practitioner courses over 5 days\, our Experience Bootcamp will provide attendees the knowledge and best practices for designing and managing experience level agreements (XLAs)\, alongside their surrounding frameworks\, structures and processes for implementing experience management within their organisation. Throughout the programme will be regular group exercises and discussions to cement learning. \nIncluded in our Experience Bootcamp is the opportunity to take the Foundation and Practitioner exams\, fastracking their way to becoming certified in experience management over the course of weeks rather than months. If an intensive\, rare and exciting opportunity to quickly become experience certified and knowledgeable in experience management sounds interesting\, this is the programme for you. \nProgramme Overview\nThe 5 days starts with Experience Foundation\, covering the first 3. Foundation is centred around the Experience Optimization Framework\, a six-phase framework for continuous experience management that takes attendees through the journey of identifying\, designing\, managing and governing experience: \n\nEvangelize – Becoming aware of experience and building a movement within your organisation\nExplore – Determining where you are now in regards to experience\nEnvision – Finding out where you want to go\nEnable – Creating your XLAs with indicators that tell you what people feel and why\nExecute – Implementing XLAs into your organisation\nEmbrace – Analysing experience results and findings to enhance and innovate the experience delivered\n\nThe final 2 days of Experience Bootcamp cover Experience Practitioner. A step up from Foundation\, Practitioner builds upon the process of designing XLAs\, providing attendees with in-depth and practical knowledge through the six step XLA Design Methodology: \n\nExperience Now – Processes and guidelines on determining how people view currently view experience.\nExperience Ambitions – The steps to creating a strong experience ambition to centre an XLA around.\nSentiment Indicators – Guidelines and best practices on drafting the sentiment questions that will tell us what people feel about the experience we deliver.\nOther Indicators – Processes of identifying the operational and technical indicators that support our XLA by indicating why people feel the way they do.\nXLA Scoring – Exploration on how organisations can score indicator results.\nXRM – Recommendations and explanations of an Experience Reference Matrix (XRM)\, the tool that enables a line of sight between sentiment and other indicators so experience results can be understood and acted upon.\n\nFollowing the XLA Design Methodology\, attendees will learn how to build an Experience Management Office (XMO)\, the team required to ensure effective and continual experience management throughout our XLA’s lifespans. Attendees will explore the structures\, missions\, roles and scope of an XMO\, as well as the required competencies\, granting them the knowledge to design one themself for experience management in their organisation. \nWho should attend\nAny professional considering or wanting to implement experience management but are unsure how to approach it. This is a fully interactive\, hands on and accredited programme that provides attendees all the information they need to begin implementing experience management in their own organisation. \nPrerequisites: There are no prerequisites for the Experience Bootcamp. An introduction to experience through our hosted Experience Essentials course may be beneficial but not required. \nDuration: Five days\, with times for each typically running from 09:30 – 16:30\, BST. \nCertification: This programme covers courses fully certified by APMG accreditation. Attendees will be given the opportunity to earn their Experience Foundation and Practitioner certification:\nFor Experience Foundations\, attendees will become certified by achieving a passing 50% mark on a 40-minute multiple-choice exam.\nFor Experience Practitioner\, certification is achieved through a passing 67% mark on a 2-hour multiple-choice exam.\nCost: £2\,995 \n \n Save your Place URL:https://xla.institute/training/experience-bootcamp-3/ CATEGORIES:Experience Bootcamp ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/BH-XLABS-Event-Icon.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/London:20241125T093000 DTEND;TZID=Europe/London:20241127T163000 DTSTAMP:20260416T061141 CREATED:20240816T135113Z LAST-MODIFIED:20241023T093257Z UID:10000011-1732527000-1732725000@xla.institute SUMMARY:Experience Foundation DESCRIPTION:Experience Foundation is a fully interactive and hands on course that takes attendees on a journey through the Experience Optimization Framework\, the process of identifying\, designing\, implementing and managing experience. \nExperience Foundation provides attendees with best practices and guidance for these tasks with practical exercises in each phase to cement learning\, enabling attendees to take the first steps on the experience management journey within their organisation. \nOverview: \n\nWhat is Experience Management\nHow to Measure Experience (including the Experience Management Frameworks)\nCase Study Assignment (Lime Grove Airport)\nSix Phase Experience Optimization Framework approach for the design and implementation of XLAs:\n\n\n\nEvangelize – Raising awareness of experience within your organisation\, inspiring the experience ecosystem\nExplore – Knowing where you currently are with experience\nEnvision – Determining where you want your experience to be\nEnable – Designing and identifying the experience indicators that will measure experience\nExecute – Putting your XLAs into operation and introducing the XLA-overseeing team\, the experience management office (XMO)\nEmbrace – Governing\, improving and innovating experience going forward.\n\n\n\n\n\n \n Save your Place URL:https://xla.institute/training/experience-foundation-2/ CATEGORIES:Experience Foundation ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/BH-XLABS-Event-Icon.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/London:20241029T160000 DTEND;TZID=Europe/London:20241029T180000 DTSTAMP:20260416T061141 CREATED:20241007T133524Z LAST-MODIFIED:20241007T134422Z UID:10000015-1730217600-1730224800@xla.institute SUMMARY:Experience Essentials Overview Taster Course DESCRIPTION:Would you like a complimentary introduction to experience and experience management? In this short 2-hour course\, we will introduce you to experience\, experience management and the best practice approach for improving employee/customer experience through experience level agreements – XLAs. \n Save your Place URL:https://xla.institute/training/experience-essentials-overview-taster-course-3/ CATEGORIES:Experience Essentials Taster ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/BH-XLABS-Event-Icon.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/London:20241017T093000 DTEND;TZID=Europe/London:20241018T163000 DTSTAMP:20260416T061141 CREATED:20240816T102934Z LAST-MODIFIED:20241007T152126Z UID:10000003-1729157400-1729269000@xla.institute SUMMARY:Experience Practitioner DESCRIPTION:Experience Practitioner builds upon learning from Experience Foundation and provides attendees with the practical knowledge required to design\, implement and manage XLAs within their organisation. \nOverview: \n\nAn overview of the XLA Design Methodology\nDifferent types of XLAs\nApplying the six-step XLA Design Methodology\, with practical exercises at each step:\n\nExperience Now Review\nExperience Ambition Creation\nGathering X-Data (Experience Data)\nBuilding Underpinning Data (O and T Data)\nScoring and Weighting the Measures\nThe Experience Reference Matrix (XRM™) – how the data points come together\n\n\nAn overview of the Experience Management Office (XMO)\nXMO Mission and Scope\nDetailing Roles and Competencies\nExperience Management Governance\nXMO Design\n\n Save your Place URL:https://xla.institute/training/experience-practitioner/ CATEGORIES:Experience Practitioner ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/BH-XLABS-Event-Icon.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/London:20241014T093000 DTEND;TZID=Europe/London:20241018T163000 DTSTAMP:20260416T061141 CREATED:20240816T103612Z LAST-MODIFIED:20241007T152311Z UID:10000007-1728898200-1729269000@xla.institute SUMMARY:Experience Bootcamp DESCRIPTION:An exciting opportunity to combine the October Experience Foundation and Experience Practitioner courses over 5 days\, our Experience Bootcamp will provide attendees the knowledge and best practices for designing and managing experience level agreements (XLAs)\, alongside their surrounding frameworks\, structures and processes for implementing experience management within their organisation. Throughout the programme will be regular group exercises and discussions to cement learning. \nIncluded in our Experience Bootcamp is the opportunity to take the Foundation and Practitioner exams\, fastracking their way to becoming certified in experience management over the course of weeks rather than months. If an intensive\, rare and exciting opportunity to quickly become experience certified and knowledgeable in experience management sounds interesting\, this is the programme for you. \nProgramme Overview\nThe 5 days starts with Experience Foundation\, covering the first 3. Foundation is centred around the Experience Optimization Framework\, a six-phase framework for continuous experience management that takes attendees through the journey of identifying\, designing\, managing and governing experience: \n\nEvangelize – Becoming aware of experience and building a movement within your organisation\nExplore – Determining where you are now in regards to experience\nEnvision – Finding out where you want to go\nEnable – Creating your XLAs with indicators that tell you what people feel and why\nExecute – Implementing XLAs into your organisation\nEmbrace – Analysing experience results and findings to enhance and innovate the experience delivered\n\nThe final 2 days of Experience Bootcamp cover Experience Practitioner. A step up from Foundation\, Practitioner builds upon the process of designing XLAs\, providing attendees with in-depth and practical knowledge through the six step XLA Design Methodology: \n\nExperience Now – Processes and guidelines on determining how people view currently view experience.\nExperience Ambitions – The steps to creating a strong experience ambition to centre an XLA around.\nSentiment Indicators – Guidelines and best practices on drafting the sentiment questions that will tell us what people feel about the experience we deliver.\nOther Indicators – Processes of identifying the operational and technical indicators that support our XLA by indicating why people feel the way they do.\nXLA Scoring – Exploration on how organisations can score indicator results.\nXRM – Recommendations and explanations of an Experience Reference Matrix (XRM)\, the tool that enables a line of sight between sentiment and other indicators so experience results can be understood and acted upon.\n\nFollowing the XLA Design Methodology\, attendees will learn how to build an Experience Management Office (XMO)\, the team required to ensure effective and continual experience management throughout our XLA’s lifespans. Attendees will explore the structures\, missions\, roles and scope of an XMO\, as well as the required competencies\, granting them the knowledge to design one themself for experience management in their organisation. \nWho should attend\nAny professional considering or wanting to implement experience management but are unsure how to approach it. This is a fully interactive\, hands on and accredited programme that provides attendees all the information they need to begin implementing experience management in their own organisation. \nPrerequisites: There are no prerequisites for the Experience Bootcamp. An introduction to experience through our hosted Experience Essentials course may be beneficial but not required. \nDuration: Five days\, with times for each typically running from 09:30 – 16:30\, BST. \nCertification: This programme covers courses fully certified by APMG accreditation. Attendees will be given the opportunity to earn their Experience Foundation and Practitioner certification:For Experience Foundations\, attendees will become certified by achieving a passing 50% mark on a 40-minute multiple-choice exam.For Experience Practitioner\, certification is achieved through a passing 67% mark on a 2-hour multiple-choice exam. \nCost: £2\,995 \n Save your Place URL:https://xla.institute/training/experience-bootcamp-2/ CATEGORIES:Experience Bootcamp ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/BH-XLABS-Event-Icon.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/London:20241014T093000 DTEND;TZID=Europe/London:20241016T163000 DTSTAMP:20260416T061141 CREATED:20240816T100644Z LAST-MODIFIED:20241007T134726Z UID:10000002-1728898200-1729096200@xla.institute SUMMARY:Experience Foundation DESCRIPTION:Experience Foundation is a fully interactive and hands on course that takes attendees on a journey through the Experience Optimization Framework\, the process of identifying\, designing\, implementing and managing experience. \nExperience Foundation provides attendees with best practices and guidance for these tasks with practical exercises in each phase to cement learning\, enabling attendees to take the first steps on the experience management journey within their organisation. \nOverview: \n\nWhat is Experience Management\nHow to Measure Experience (including the Experience Management Frameworks)\nCase Study Assignment (Lime Grove Airport)\nSix Phase Experience Optimization Framework approach for the design and implementation of XLAs:\n\n\n\nEvangelize – Raising awareness of experience within your organisation\, inspiring the experience ecosystem\nExplore – Knowing where you currently are with experience\nEnvision – Determining where you want your experience to be\nEnable – Designing and identifying the experience indicators that will measure experience\nExecute – Putting your XLAs into operation and introducing the XLA-overseeing team\, the experience management office (XMO)\nEmbrace – Governing\, improving and innovating experience going forward.\n\n\n\n\n\n Save your Place URL:https://xla.institute/training/experience-foundation/ CATEGORIES:Experience Foundation ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/BH-XLABS-Event-Icon.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/Amsterdam:20240924T153000 DTEND;TZID=Europe/Amsterdam:20240924T173000 DTSTAMP:20260416T061141 CREATED:20240816T091942Z LAST-MODIFIED:20240816T091942Z UID:10000005-1727191800-1727199000@xla.institute SUMMARY:Experience Essentials Overview Taster Course DESCRIPTION:Would you like a complimentary introduction to experience and experience management? In this short 2-hour course\, we will introduce you to experience\, experience management and the best practice approach for improving employee/customer experience through experience level agreements – XLAs. \n \n Save your Place URL:https://xla.institute/training/experience-essentials-overview-taster-course-2/ CATEGORIES:Experience Essentials Taster ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/Experience-Essentials-Overview-Europe-1.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/Amsterdam:20240917T200000 DTEND;TZID=Europe/Amsterdam:20240917T220000 DTSTAMP:20260416T061141 CREATED:20240816T091227Z LAST-MODIFIED:20240816T091227Z UID:10000006-1726603200-1726610400@xla.institute SUMMARY:Experience Essentials Overview Taster Course DESCRIPTION:Would you like a complimentary introduction to experience and experience management? In this short 2-hour course\, moved to a more accommodating time for our American audience\, we will introduce you to experience\, experience management and the best practice approach for improving employee/customer experience through experience level agreements – XLAs. \n \n Save your Place URL:https://xla.institute/training/experience-essentials-overview-taster-course/ ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/Experience-Essentials-Overview-Europe-1.png ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT BEGIN:VEVENT DTSTART;TZID=Europe/Amsterdam:20240819T083000 DTEND;TZID=Europe/Amsterdam:20240823T153000 DTSTAMP:20260416T061141 CREATED:20240726T074811Z LAST-MODIFIED:20240816T135726Z UID:10000001-1724056200-1724427000@xla.institute SUMMARY:Experience Bootcamp DESCRIPTION:Over 5 days\, attendees will be trained in Experience Foundation and Experience Practitioner\, providing the knowledge and best practices for designing and managing experience level agreements (XLAs)\, alongside their surrounding frameworks\, structures and processes for implementing experience management within their organisation. Throughout the programme will be regular group exercises and discussions to cement learning. \nIncluded in our Experience Bootcamp is the opportunity to take the Foundation and Practitioner exams\, fastracking their way to becoming certified in experience management over the course of weeks rather than months. If an intensive\, rare and exciting opportunity to quickly become experience certified and knowledgeable in experience management sounds interesting\, this is the programme for you. \nProgramme Overview\nThe 5 days starts with Experience Foundation\, covering the first 3. Foundation is centred around the Experience Optimization Framework\, a six-phase framework for continuous experience management that takes attendees through the journey of identifying\, designing\, managing and governing experience: \n\nEvangelize – Becoming aware of experience and building a movement within your organisation\nExplore – Determining where you are now in regards to experience\nEnvision – Finding out where you want to go\nEnable – Creating your XLAs with indicators that tell you what people feel and why\nExecute – Implementing XLAs into your organisation\nEmbrace – Analysing experience results and findings to enhance and innovate the experience delivered\n\nThe final 2 days of Experience Bootcamp cover Experience Practitioner. A step up from Foundation\, Practitioner builds upon the process of designing XLAs\, providing attendees with in-depth and practical knowledge through the six step XLA Design Methodology: \n\nExperience Now – Processes and guidelines on determining how people view currently view experience.\nExperience Ambitions – The steps to creating a strong experience ambition to centre an XLA around.\nSentiment Indicators – Guidelines and best practices on drafting the sentiment questions that will tell us what people feel about the experience we deliver.\nOther Indicators – Processes of identifying the operational and technical indicators that support our XLA by indicating why people feel the way they do.\nXLA Scoring – Exploration on how organisations can score indicator results.\nXRM – Recommendations and explanations of an Experience Reference Matrix (XRM)\, the tool that enables a line of sight between sentiment and other indicators so experience results can be understood and acted upon.\n\nFollowing the XLA Design Methodology\, attendees will learn how to build an Experience Management Office (XMO)\, the team required to ensure effective and continual experience management throughout our XLA’s lifespans. Attendees will explore the structures\, missions\, roles and scope of an XMO\, as well as the required competencies\, granting them the knowledge to design one themself for experience management in their organisation. \nWho should attend\nAny professional considering or wanting to implement experience management but are unsure how to approach it. This is a fully interactive\, hands on and accredited programme that provides attendees all the information they need to begin implementing experience management in their own organisation. \nPrerequisites: There are no prerequisites for the Experience Bootcamp. An introduction to experience through our hosted Experience Essentials course may be beneficial but not required. \nDuration: Five days\, with times for each typically running from 09:30 – 16:30\, BST. \nCertification: This programme covers courses fully certified by APMG accreditation. Attendees will be given the opportunity to earn their Experience Foundation and Practitioner certification:For Experience Foundations\, attendees will become certified by achieving a passing 50% mark on a 40-minute multiple-choice exam.For Experience Practitioner\, certification is achieved through a passing 67% mark on a 2-hour multiple-choice exam. \nCost: £2\,995 \n Save your Place URL:https://xla.institute/training/experience-bootcamp/ CATEGORIES:Experience Bootcamp ATTACH;FMTTYPE=image/webp:https://xla.institute/wp-content/uploads/d5005c_4920eda5b22448f58102d53d828ac60dmv2.webp ORGANIZER;CN="Bright Horse":MAILTO:info@brighthorse.co.uk END:VEVENT END:VCALENDAR