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Overview
This two-day foundational course introduces the core concepts of Experience Management and the use of Experience Level Agreements (XLAs). Participants will learn how to embed an experience focused culture within their organisation — whether for employees or customers — and how to use the Experience Management Optimisation Framework™ to measure, manage and improve experience outcomes systematically.
Prerequisites
There are no prerequisites for this course.
Target audience
Professionals and organisations aiming to enhance customer or employee experience by complementing traditional Service Level Agreements (SLAs) with experience-based measures (XLAs).
Learning outcomes
By the end of the course, participants will be able to:
- Understand the Experience Management Optimisation Framework™
- Measure and interpret experience ambitions and gaps
- Promote the value of experience across the organisation
- Apply practical actions to deliver and improve experience outcomes
- Design strategies to innovate and reduce experience gaps
Course Outline
Introduction to XLAs and experience management
- Overview of XLA concepts and why they matter
- Defining experience from employee and customer perspectives
Deep dive into the Experience Framework
- Engage: understanding the art and science of experience
- Evangelise: promoting experience thinking across the organisation
- Explore: evaluating current experience measures and landscape
- Envision: spotting patterns, possibilities, and improvement pathways
- Enable: using business intelligence and data to measure experience ambitions and gaps
- Execute: implementing initiatives to deliver and improve experience
- Embrace: sustaining improvements and embedding experience in culture
Practical, case studies, and real-world application
- Workshops and exercises to experiment with XLA implementation
- Case studies to explore employee and customer facing experience use cases
- Strategy design sessions to plan next steps post course
Exams and assessments
- 40 minute multiple choice exam (online with voucher included)
- 50% pass mark required to achieve the Experience Foundation certification
Hands-on learning
Delegates will engage in:
- Interactive exercises applying XLA framework phases to their organisation
- Group discussions and strategy development around experience metrics and improvement plans
- Case study analysis of experience scenarios for both employees and customers
- Design of actionable next steps for embedding experience focused practices
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course.
Once you have purchased the Online course and have completed your registration, you will receive the necessary details to enable you to immediately access it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.