Our Vision

Tech behaves as a likeable person: empathic, respectful, and giving.

The computer says “yes”.

"The computer says no" situations occur every day. The XLA Institute believes in customer experience, business impact, and collaboration. We want the computer to say "yes." That's our mission.

XLA focuses on the desired outcomes of whatever tech designs and delivers. That's our What. Welcome to the journey of How.

Tech behaves as a likeable person: empathic, respectful, and giving.

XLA focuses on the desired outcomes of whatever tech designs and delivers. That's our What. Welcome to the journey of How.

Members

What's in it for you?

Companies need more than monitoring tooling to proactively improve the user experience for work-from-anywhere employees and online customer interactions. They need subjective feedback to make insights more valuable and actionable.

They also need skill development in Experience Management, governance practices, and outsourcing frameworks. That’s why we have to collaborate with multiple stakeholders, which is the purpose of the XLA Institute.

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Moving
the needle

If you like to be on the frontier of change, you will likely be an early adopter. You tend to push to improve the digital employee and customer experience. Welcome to the club!

The XLA Institute drives the development of valuable insights and practical solutions in experience management. We enable think tanks for the art and science of XLA. Your professionals will meet other talents in their fields of expertise to empower success.

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Successfully
implementing XLA

What the Spotify model was to Agile, the Experience Management Office (XMO) will be for the XLA movement! The Spotify model is a people-driven, autonomous approach for scaling agile that emphasizes the importance of culture and network.

The XLA Insitute drives the development of organizational frameworks to embed tech-driven Experience Management in dynamic organizations. A great example is the rise of experience engineering as a competence in Agile product teams.

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Improving the return
on tooling

The Digital Experience Monitoring (DEM) market is snowballing to ensure the optimal digital experience for customers and employees. There are many related trends, like Digital Employee Experience (DEX) and Customer Experience Management (CXM).

According to Gartner, at least 60 percent of digital businesses will likely use DEM in 2026, with less than 2 percent in 2021. The XLA Institute enables “Field Labs” to infuse XLA into DEM platforms, delivering outcomes and reducing the TCO of DEM. We will also cover ITSM platforms