XLA in a Day addresses urgent business challenges that most organizations face today – from employee retention difficulties to declining customer loyalty – with a human-centric forward-thinking approach – Experience Level Agreements (XLAs).
Why Take This Course?
To Stay Ahead of Industry Evolution
- Learn about the Experience Economy – the next stage beyond service economy
- Understand how businesses are shifting from measuring performance to measuring experience
- Get ahead of the curve with ISO/IEC 20000-18 standard expected in 2026
For Practical Skills
- XLA Stack Creation: Learn to build Experience Level Agreements that complement traditional SLAs
- Experience Measurement: Master the art and science of measuring subjective experience alongside objective performance
- Empathy Mapping: Develop skills to understand user needs through personas and customer journey mapping
- Data Correlation: Learn to connect X-data (sentiment), O-data (operational), and T-data (technical) for actionable insights
To Transform Your Approach
- Break the “Watermelon Effect”: Stop situations where KPIs look green but users are still dissatisfied
- End-to-End Perspective: Move from measuring in silos to measuring horizontal, user-focused experiences
- Outcome Over Output: Shift focus from what you deliver to the value users actually receive
Who Should Take This Course?
- IT Service Managers wanting to improve user satisfaction
- Customer Experience Professionals seeking to quantify and improve experiences
- Business Leaders looking to increase employee engagement and customer loyalty
- Project Managers responsible for service delivery and user adoption
- Consultants advising organizations on digital transformation and user experience
- Anyone looking to improve their customer and employee experience by augmenting traditional Service Level Agreements (SLAs) with XLAs.
You’ll gain both the theoretical foundation and practical tools to implement Experience Level Agreements that create win-win outcomes for all stakeholders.