Experience Practitioner

This two-day course builds on foundational experience management concepts and equips practitioners with the skills and methodologies required to design, implement, and manage Experience Level Agreements (XLAs) in real-world environments. It covers the operationalisation of XLAs, experience data collection and analysis, and the establishment and role of the Experience Management Office (XMO).

Prerequisites

Successful completion of the Experience Foundation (or equivalent understanding of XLA/experience management fundamentals).

Target audience

Professionals responsible for shaping, implementing or improving customer or employee experience within their organisation — especially those who will design XLAs, manage experience data, or operate an XMO.

By the end of the course, participants will be able to:

• Understand the practicalities of implementing XLAs in operational environments
• Apply the XLA Design methodology to create effective XLAs
• Collect, analyse, and interpret experience data to monitor and improve experience outcomes
• Define the role and scope of an Experience Management Office (XMO) and how it supports organisational experience goals
• Manage and improve customer and employee experiences using structured, data driven techniques
• Recognise and address challenges inherent in real-world XLA implementation

Recap of Experience concepts and background

• Review of foundational XLA and experience management terminology
• Understanding the transition from SLAs to XLAs
• Overview of the Experience Management Framework

Designing XLAs for real-world use

• Introduction to XLA design models and approaches
• Identifying key experience data: what to collect, where and how
• Workshop: data collection and analysis techniques for ongoing experience management

Experience Management Office (XMO) introduction

• Defining the role, structure and scope of an XMO
• Operational considerations for implementing an XMO
• Workshop: designing an XMO for participant organisations

Science of experience & measurement

• Experience metrics and measurement techniques
• Interactive demo: simulated XMO dashboard for monitoring experience data
• Practical exercise: interpretation of statistical and experience data

Creating and integrating XLAs

• Steps to design XLAs suitable for formal contract or organisational use
• Overview of automated tools to support XLA deployment and monitoring
• Practical: tool based XLA design and implementation planning

The art of experience interpretation

• Scenario based exercises: acting as “experience detectives” to identify root causes of experience issues
• Techniques for data interpretation, hypothesis formulation, and issue resolution
• Group discussion: orchestrating the overall experience ecosystem from internal and external perspectives

Group work and peer sharing

• Sharing real-world experience management challenges and lessons learned
• Discussion of XLA and XMO operational scenarios and best practices

Exams and assessments

• 2 hour, multiple choice exam (online, voucher included)
• Pass mark: 67%
• Exam format designed to validate understanding and practical readiness for XLA implementation

Hands-on learning

Participants will engage in:

• Interactive workshops and exercises for data collection and analysis
• Scenario workshops to design and implement XLAs and plan for XMO setup
• Dashboard simulations and statistical interpretation tasks
• Case study work and group discussions exploring real-world experience issues and solutions
• Peer collaboration and feedback loops to tailor XLA strategies to their organisations