Foundation of XM and XLA®
March 10 - March 11
Overview
The XLA Foundation certification course will enhance your expertise in customer experience management. The course is tailored for professionals managing customer relationships, and offers an in-depth exploration of the XM and XLA® concepts, blending theoretical insights with practical applications.
This 2-day virtual course offers a comprehensive introduction to Experience Management (XM) and Xperience Level Agreement (XLA®). It is 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.
Learning outcomes
Main subjects that will be discussed in XLA Foundation virtual course are:
- Techniques of improving customer experience
- Significance of XM and XLA in business
- Development of practical skills to apply XM and XLA frameworks effectively
Course Outlines
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.
Virtual Courses:
Virtual training is provided via Microsoft Teams. Virtual training requires delegates to have access to a stable internet connection throughout the course and a headset with a microphone to communicate with the instructor.
Exam Information:
40 Multiple-choice questions
32 marks required to pass - 80 %
60 minutes exam duration
Closed book
Online examinations are held by Van Haren Publishing Group.
Prerequisites
There are no prerequisites for this course.
Cost
£1250 ex VAT (limited availability)
