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Overview
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.
Learning outcomes
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
Course Outline
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
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. 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.