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DTSTART;TZID=America/New_York:20251106T100000
DTEND;TZID=America/New_York:20251106T153000
DTSTAMP:20260603T062356
CREATED:20250910T143357Z
LAST-MODIFIED:20250910T150150Z
UID:10000090-1762423200-1762443000@xla.institute
SUMMARY:The XLA Journey From The Peak To  The Slopes - Day 2
DESCRIPTION:Join XLA® Institute and Service Desk Institute as we bring our global XLA roadshow to an inspiring finale\, featuring two exclusive virtual events to elevate your experience management journey. \nWhy Join Day 2?\nDiscover transformational cases from organizations who’ve leveraged XLAs not as a checkbox\, but as a catalyst for real change – actionable\, field-proven wins you’ll be ready to bring back and drive real impact. \nHear from the pioneers at the forefront of experience innovation\, visionaries who anticipated tomorrow and are shaping it today. The strategies will be revealed\, don’t miss the opportunity to position yourself as a forward-thinking leader and becoming the change your organization needs. \nFeatured Sessions & Industry Leaders \nPatrycja Sobera from Unisys shares their breakthrough approach to digital workplace transformation and how they accelerated their journey to experience excellence. \nXLA Institute’s Alan Nance presents the new Experience Management Maturity Model – a practical framework for assessing your current capabilities and building your improvement roadmap. \nDr. Josh Nelson from Power Design demonstrates how they moved from traditional SLAs to XLAs using their ATLAS program and XM Tree framework\, creating measurable customer delight. \nJayne Kennington Arnold from CGI explains how XLAs work in demanding public sector environments where precision and trust are critical. \nHappySignals provides four real customer case studies with practical steps for implementing XLAs in your organization. \nSarah Nicastro leads an interactive session exploring the future of XLAs and experience management\, with input from attendees and industry experts. \n Secure your Spot
URL:https://xla.institute/training/the-xla-journey-from-the-peak-to-the-slopes-day-2/
CATEGORIES:Joint Event
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-x-SDI.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20251009T100000
DTEND;TZID=America/New_York:20251009T153000
DTSTAMP:20260603T062356
CREATED:20250626T100305Z
LAST-MODIFIED:20250910T150118Z
UID:10000081-1760004000-1760023800@xla.institute
SUMMARY:The XLA Journey From The Peak To  The Slopes - Day 1
DESCRIPTION:Join XLA® Institute and Service Desk Institute as we bring our global XLA roadshow to an inspiring finale\, featuring two exclusive virtual events to elevate your experience management journey. \nWhat’s Waiting for You in Day 1?\nDiscover transformational cases from organizations who’ve leveraged XLAs not as a checkbox\, but as a catalyst for real change – actionable\, field-proven wins you’ll be ready to bring back and drive real impact. \nHear from the pioneers at the forefront of experience innovation\, visionaries who anticipated tomorrow and are shaping it today. The strategies will be revealed\, don’t miss the opportunity to position yourself as a forward-thinking leader and becoming the change your organization needs. \nFeatured Sessions & Industry Leaders \nJourney with Dr. Robert Jeffery Fairbanks from NBCUniversal as he charts the evolution from hype to enlightenment in employee experience management\, revealing why experience mastery is now essential for every senior executive. \nDive deep into groundbreaking client transformations with Unisys leaders who turned traditional service metrics on their head\, delivering measurable improvements that reshaped workplace satisfaction and productivity. \nExperience Kyndryl’s bold reinvention story with Dennis Perpetua\, where putting employee experience at the center drove extraordinary wins across diverse organizations – proof that focusing on what really matters delivers absolute freedom and success. \nWitness T-Mobile’s innovative approach as Kym Bowen shares how employee sentiment drove the creation of their revolutionary Tier 1 Technology Support Bot\, transforming digital support through AI-powered solutions that rebuild trust and reduce friction. \nGet practical insights from Happy Signals CEO Sami Kallio with four inspirational real-world cases that demonstrate how to get started with XLAs and achieve immediate impact. \nExplore the future of tooling in the Experience Economy with industry experts Neil Keating and Alan Nance\, who’ll unveil the Experience Management Center concept and demonstrate next-generation XMO solutions in action. \n Secure your Spot
URL:https://xla.institute/training/the-xla-journey-from-the-peak-to-the-slopes-day-1/
CATEGORIES:Joint Event
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-x-SDI.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/Amsterdam:20250916T170000
DTEND;TZID=Europe/Amsterdam:20250916T173000
DTSTAMP:20260603T062356
CREATED:20250512T084419Z
LAST-MODIFIED:20250916T103713Z
UID:10000069-1758042000-1758043800@xla.institute
SUMMARY:Experience Box Update
DESCRIPTION:Join us on the 16th of September as we cover highlights from the past months’ Experience Box and looking ahead to what we have planned! \nJoin us to discover: \n\nRecent content highlights you may have missed\nA preview of exciting new materials in development\nThe opportunity to shape future content.\n\nOur Experience Box is your digital hub for valuable and illuminating resources to support your XM and XLA journey. Don’t miss this chance to maximize its value for you and your organization. \nThis event is free for all XLA Institute members!
URL:https://xla.institute/training/experience-box-update-4/
CATEGORIES:Experience Box Update
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/Experience-Box-Event-Icon.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250616T093000
DTEND;TZID=America/New_York:20250616T160000
DTSTAMP:20260603T062356
CREATED:20250220T103443Z
LAST-MODIFIED:20250404T091639Z
UID:10000056-1750066200-1750089600@xla.institute
SUMMARY:XLA in a Day - US
DESCRIPTION:Become introduced to the Art and Science of Experience with XLA in a Day \n\nLearn what experience is and why it is important for employee’s productivity and contentment\nLearn how experience can enhance your company’s growth\nCompare and contrast the modern experience level agreement (XLA) with the SLA/KPI approach and see how they work together.\n\nAs factors like purpose and a sense of community become key factors for employment for current and upcoming employees\, it has never been a better time for organisations to learn about experience and the means by which we manage it – XLAs. \nXLA in a Day provides attendees with a comprehensive introduction to experience and the experience economy and the importance for organisation to measure and improve both customer and employee experience. This course also introduces how organisations can manage experience with XLAs. \nDuration:\nXLA in a Day is a one-day course running from 9:30am – 4:00pm\, EDT. \nCost:\n$499 per attendee. \nPrerequisites:\nAn understanding of ITSM principles and practices is beneficial. \nWho will be your fellow participants?\nThese classes are intended for all professionals and organizations looking to improve their customer and employee experience. Attendees typically attend these classes if they do not know about Experience Management and why it is important. Many have heard of XLAs\, but just as many found this training while looking to improve on their traditional Service Level Agreements (SLAs). \nIs there an exam to take?\nXLA in a Day has no associated exam.
URL:https://xla.institute/training/xla-in-a-day-us-2/
CATEGORIES:XLA in a Day
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-Event-Icon-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250519T093000
DTEND;TZID=Europe/London:20250519T160000
DTSTAMP:20260603T062356
CREATED:20250128T093802Z
LAST-MODIFIED:20250404T091728Z
UID:10000038-1747647000-1747670400@xla.institute
SUMMARY:XLA in a Day - UK/Benelux
DESCRIPTION:Become introduced to the Art and Science of Experience with XLA in a Day \n\nLearn what experience is and why it is important for employee’s productivity and contentment\nLearn how experience can enhance your company’s growth\nCompare and contrast the modern experience level agreement (XLA) with the SLA/KPI approach and see how they work together.\n\nAs factors like purpose and a sense of community become key factors for employment for current and upcoming employees\, it has never been a better time for organisations to learn about experience and the means by which we manage it – XLAs. \nXLA in a Day provides attendees with a comprehensive introduction to experience and the experience economy and the importance for organisation to measure and improve both customer and employee experience. This course also introduces how organisations can manage experience with XLAs. \nDuration:\nXLA in a Day is a one-day course running from 9:30am – 4:00pm\, GMT. \nCost:\n£295 per attendee. \nPrerequisites:\nAn understanding of ITSM principles and practices is beneficial. \nWho will be your fellow participants?\nThese classes are intended for all professionals and organizations looking to improve their customer and employee experience. Attendees typically attend these classes if they do not know about Experience Management and why it is important. Many have heard of XLAs\, but just as many found this training while looking to improve on their traditional Service Level Agreements (SLAs). \nIs there an exam to take?\nXLA in a Day has no associated exam.
URL:https://xla.institute/training/introducing-xlas-uk-benelux-4/
CATEGORIES:XLA in a Day
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-Event-Icon-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250516T093000
DTEND;TZID=Europe/London:20250516T160000
DTSTAMP:20260603T062356
CREATED:20250210T153931Z
LAST-MODIFIED:20250404T094058Z
UID:10000054-1747387800-1747411200@xla.institute
SUMMARY:The XMO Masterclass
DESCRIPTION:You may have XLAs already or you may considering building XLAs but may be wondering how to put them into operation and asking: \n\nWho is going to do what?\nWhen will they do it?\nHow will they do it?\nHow often will they do it?\nHow do I translate the findings into actionable insights?\n\nThe XMO Masterclass from the XLA Institute will answer all these questions and much more. Delegates will learn about the need to have an Experience Management Office (XMO) to fully measure\, manage\, improve and govern experience. This class will cover the XMO objectives\, scope and tasks and through hands on demonstration and practical’s\, the delegates will learn how to ensure they have the right mindset\, skillset and toolset. The delegates will then walk through real life example customer XMOs and be given a step-by-step guide in how to build one. \nCost: £295
URL:https://xla.institute/training/the-xmo-masterclass-1/
CATEGORIES:The XMO Masterclass
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-Event-Icon.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/Amsterdam:20250513T160000
DTEND;TZID=Europe/Amsterdam:20250513T170000
DTSTAMP:20260603T062356
CREATED:20250205T094112Z
LAST-MODIFIED:20250428T095223Z
UID:10000045-1747152000-1747155600@xla.institute
SUMMARY:Experience Box Update
DESCRIPTION:Join us on the 13th of May as we cover highlights from the past month’s Experience Box and looking ahead to what we have planned! \nJoin us to discover: \n\nRecent content highlights you may have missed\nA preview of exciting new materials in development\nThe opportunity to shape future content.\n\nOur Experience Box is your digital hub for valuable and illuminating resources to support your XM and XLA journey. Don’t miss this chance to maximize its value for you and your organization. \nThis event is free for all XLA Institute members!
URL:https://xla.institute/training/experience-box-update-3/
CATEGORIES:Experience Box Update
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/Experience-Box-Event-Icon.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250414T093000
DTEND;TZID=America/New_York:20250414T160000
DTSTAMP:20260603T062356
CREATED:20250220T103055Z
LAST-MODIFIED:20250404T091841Z
UID:10000055-1744623000-1744646400@xla.institute
SUMMARY:XLA in a Day - US
DESCRIPTION:Become introduced to the Art and Science of Experience with XLA in a Day \n\nLearn what experience is and why it is important for employee’s productivity and contentment\nLearn how experience can enhance your company’s growth\nCompare and contrast the modern experience level agreement (XLA) with the SLA/KPI approach and see how they work together.\n\nAs factors like purpose and a sense of community become key factors for employment for current and upcoming employees\, it has never been a better time for organisations to learn about experience and the means by which we manage it – XLAs. \nXLA in a Day provides attendees with a comprehensive introduction to experience and the experience economy and the importance for organisation to measure and improve both customer and employee experience. This course also introduces how organisations can manage experience with XLAs. \nDuration:\nXLA in a Day is a one-day course running from 9:30am – 4:00pm\, EST. \nCost:\n$499 per attendee. \nPrerequisites:\nAn understanding of ITSM principles and practices is beneficial. \nWho will be your fellow participants?\nThese classes are intended for all professionals and organizations looking to improve their customer and employee experience. Attendees typically attend these classes if they do not know about Experience Management and why it is important. Many have heard of XLAs\, but just as many found this training while looking to improve on their traditional Service Level Agreements (SLAs). \nIs there an exam to take?\nXLA in a Day has no associated exam.
URL:https://xla.institute/training/xla-in-a-day-us/
CATEGORIES:XLA in a Day
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-Event-Icon-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250407T093000
DTEND;TZID=Europe/London:20250407T160000
DTSTAMP:20260603T062356
CREATED:20250128T094233Z
LAST-MODIFIED:20250404T091805Z
UID:10000037-1744018200-1744041600@xla.institute
SUMMARY:XLA in a Day - UK/Benelux
DESCRIPTION:Become introduced to the Art and Science of Experience with XLA in a Day: \n\nLearn what experience is and why it is important for employee’s productivity and contentment\nLearn how experience can enhance your company’s growth\nCompare and contrast the modern experience level agreement (XLA) with the SLA/KPI approach and see how they work together.\n\nAs factors like purpose and a sense of community become key factors for employment for current and upcoming employees\, it has never been a better time for organisations to learn about experience and the means by which we manage it – XLAs. \nXLA in a Day provides attendees with a comprehensive introduction to experience and the experience economy and the importance for organisation to measure and improve both customer and employee experience. This course also introduces how organisations can manage experience with XLAs. \nDuration:\nXLA in a Day is a one-day course running from 9:30am – 4:00pm\, GMT. \nCost:\n£295 per attendee. \nPrerequisites:\nAn understanding of ITSM principles and practices is beneficial. \nWho will be your fellow participants?\nThese classes are intended for all professionals and organizations looking to improve their customer and employee experience. Attendees typically attend these classes if they do not know about Experience Management and why it is important. Many have heard of XLAs\, but just as many found this training while looking to improve on their traditional Service Level Agreements (SLAs). \nIs there an exam to take?\nXLA in a Day has no associated exam.
URL:https://xla.institute/training/introducing-xlas-uk-benelux-3/
CATEGORIES:XLA in a Day
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-Event-Icon-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/Amsterdam:20250313T170000
DTEND;TZID=Europe/Amsterdam:20250313T180000
DTSTAMP:20260603T062356
CREATED:20250205T093120Z
LAST-MODIFIED:20250219T104550Z
UID:10000043-1741885200-1741888800@xla.institute
SUMMARY:Experience Box Update
DESCRIPTION:Join us on the 13th March as we cover highlights from the past month’s Experience Box and looking ahead to what we have planned! \nDiscover the content you may have missed and look forward to what’s coming up in your experience box: \n\nXLA Drivers – What are the benefits of XLA\, and why is it so valuable?\nXMO – How to set up a successful XMO\nXLA Design – In-depth insights into the best approach\nXLA in One Day e-learning – An exclusive sneak preview! 👀\n\nYour input matters! We’ll be surveying your current needs to ensure we shape the right content for the coming months.
URL:https://xla.institute/training/experience-box-update/
CATEGORIES:Experience Box Update
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/Experience-Box-Event-Icon.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250306T093000
DTEND;TZID=Europe/London:20250306T160000
DTSTAMP:20260603T062356
CREATED:20250113T162949Z
LAST-MODIFIED:20250221T090105Z
UID:10000036-1741253400-1741276800@xla.institute
SUMMARY:XLA in a Day - UK/Benelux
DESCRIPTION:Become introduced to the Art and Science of Experience with Introducing XLAs \n\nLearn what experience is and why it is important for employee’s productivity and contentment\nLearn how experience can enhance your company’s growth\nCompare and contrast the modern experience level agreement (XLA) with the SLA/KPI approach and see how they work together.\n\nAs factors like purpose and a sense of community become key factors for employment for current and upcoming employees\, it has never been a better time for organisations to learn about experience and the means by which we manage it – XLAs. \nXLA in a Day provides attendees with a comprehensive introduction to experience and the experience economy and the importance for organisation to measure and improve both customer and employee experience. This course also introduces how organisations can manage experience with XLAs. \nDuration:\nThis is a one-day course running from 9:30am – 4:00pm\, GMT. \nCost:\n£295 per attendee. \nPrerequisites:\nAn understanding of ITSM principles and practices is beneficial. \nWho will be your fellow participants?\nThese classes are intended for all professionals and organizations looking to improve their customer and employee experience. Attendees typically attend these classes if they do not know about Experience Management and why it is important. Many have heard of XLAs\, but just as many found this training while looking to improve on their traditional Service Level Agreements (SLAs). \nIs there an exam to take?\nXLA in a Day has no associated exam.
URL:https://xla.institute/training/xla-in-a-day-uk-benelux-2/
CATEGORIES:XLA in a Day
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-Event-Icon-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250227T103000
DTEND;TZID=America/New_York:20250227T154500
DTSTAMP:20260603T062356
CREATED:20250205T105648Z
LAST-MODIFIED:20250218T094311Z
UID:10000041-1740652200-1740671100@xla.institute
SUMMARY:From Insight to Implementation: Mastering XLAs for Next-Level Service Experience
DESCRIPTION:Discover Why XLAs Are The Future of IT Service\nExplore why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs. Learn from industry leaders about how an experience-centered approach can elevate service desk performance and customer satisfaction. \nDeep Dives & Thought Leadership\nDelve into detailed sessions that explore the depths of XLAs and experience management. We ask why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs to elevate service desk performance and customer satisfaction. \nActionable Insights\nWalk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success. \nService Excellence\nDive into expert-led discussions designed to arm you with the latest knowledge about experience management. \nConnect & Collaborate\nJoin a community of forward-thinking service desk leaders. Share\, learn\, and grow together. \n Register Now
URL:https://xla.institute/training/from-insight-to-implementation-mastering-xlas-for-next-level-service-experience/
CATEGORIES:Joint Event
ATTACH;FMTTYPE=image/png:https://xla.institute/wp-content/uploads/XLAi-x-SDI.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250217T093000
DTEND;TZID=Europe/London:20250217T160000
DTSTAMP:20260603T062356
CREATED:20241217T152407Z
LAST-MODIFIED:20250113T162919Z
UID:10000035-1739784600-1739808000@xla.institute
SUMMARY:XLA in a Day - UK/Benelux
DESCRIPTION:Become introduced to the Art and Science of Experience with Introducing XLAs \n\nLearn what experience is and why it is important for employee’s productivity and contentment\nLearn how experience can enhance your company’s growth\nCompare and contrast the modern experience level agreement (XLA) with the SLA/KPI approach and see how they work together.\n\nAs factors like purpose and a sense of community become key factors for employment for current and upcoming employees\, it has never been a better time for organisations to learn about experience and the means by which we manage it – XLAs. \nIntroducing XLAs provides attendees with a comprehensive introduction to experience and the experience economy and the importance for organisation to measure and improve both customer and employee experience. This course also introduces how organisations can manage experience with XLAs. \nDuration:\nIntroduction to XLAs is a one-day course running from 9:30am – 4:00pm\, GMT. \nCost:\n£249 per attendee. \nPrerequisites:\nAn understanding of ITSM principles and practices is beneficial. \nWho will be your fellow participants?\nThese classes are intended for all professionals and organizations looking to improve their customer and employee experience. Attendees typically attend these classes if they do not know about Experience Management and why it is important. Many have heard of XLAs\, but just as many found this training while looking to improve on their traditional Service Level Agreements (SLAs). \nIs there an exam to take?\nIntroducing XLAs has no associated exam.
URL:https://xla.institute/training/xla-in-a-day-uk-benelux-1/
CATEGORIES:XLA in a Day
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250120T093000
DTEND;TZID=Europe/London:20250120T160000
DTSTAMP:20260603T062356
CREATED:20241217T152352Z
LAST-MODIFIED:20250506T122503Z
UID:10000034-1737365400-1737388800@xla.institute
SUMMARY:XLA in a Day - UK/Benelux
DESCRIPTION:Become introduced to the Art and Science of Experience with Introducing XLAs \n\nLearn what experience is and why it is important for employee’s productivity and contentment\nLearn how experience can enhance your company’s growth\nCompare and contrast the modern experience level agreement (XLA) with the SLA/KPI approach and see how they work together.\n\nAs factors like purpose and a sense of community become key factors for employment for current and upcoming employees\, it has never been a better time for organisations to learn about experience and the means by which we manage it – XLAs. \nIntroducing XLAs provides attendees with a comprehensive introduction to experience and the experience economy and the importance for organisation to measure and improve both customer and employee experience. This course also introduces how organisations can manage experience with XLAs. \nDuration:\nIntroduction to XLAs is a one-day course running from 9:30am – 4:00pm\, GMT. \nCost:\n£249 per attendee. \nPrerequisites:\nAn understanding of ITSM principles and practices is beneficial. \nWho will be your fellow participants?\nThese classes are intended for all professionals and organizations looking to improve their customer and employee experience. Attendees typically attend these classes if they do not know about Experience Management and why it is important. Many have heard of XLAs\, but just as many found this training while looking to improve on their traditional Service Level Agreements (SLAs). \nIs there an exam to take?\nIntroducing XLAs has no associated exam.
URL:https://xla.institute/training/xla-in-a-day-uk-benelux/
CATEGORIES:XLA in a Day
END:VEVENT
END:VCALENDAR