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Experience Management and XLA Foundation
- Categories:
- Service Management
- Level:
- Fundamentals
- Code:
- XLAEXPFOUND
- Exam:
- Yes - Included
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).
What's included
Select your preferred way to learn:
What is Virtual?
Live, instructor-led training delivered online
Interactive online sessions led by subject matter experts. Learners join live classes, take part in discussions, and complete practical exercises from any location, making it easy to fit collaborative learning into busy schedules.
If you prefer to connect to a course that is taking place in a physical classroom, you can choose our Remote Access option. .
Best for: Teams and individuals who want expert guidance, real-time collaboration, and flexible access.
What's included?
2 Days instructor led course
Exam: Yes - Included
Online exam voucher
6 month free access to QA learning platform
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What is bespoke training?
Custom instructor-led training designed by QA to fit your needs
Tailored programmes built around your organisation’s goals, challenges, and skill levels. Delivered in the format that suits you to maximise relevance and impact.
Best for: Organisations and teams looking to target specific business priorities and capabilities with QA subject matter expertise.
Find out more about the course:
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
Good to know
Ready to book? Complete the form and a member of our team will be in touch shortly to discuss your options.
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What our customers are saying
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Vice President of Information Technology, GlobalMed
Portfolio Director
Paul Wigzel
Service Management Portfolio Lead, QA
Frequently asked questions
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
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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. When you book a QA online learning course you will receive immediate access to 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.