Micro-Course: Leveraging Experience Management and XLAs

Course Overview:
Explore the fundamentals of the experience economy and how organizations can shift from measuring outputs to delivering meaningful outcomes. This micro-course introduces the concept of Experience Level Agreements (XLAs), highlighting their role in shaping customer and employee satisfaction.

Key Topics Covered:
What is Experience?
Learn how cumulative emotions and perceptions define customer and employee engagement.

Understanding XLAs
Discover how XLAs focus on outcomes, combining experience data (X-data) with operational (O-data) and technical metrics (T-data).

Why Experience Matters
Uncover the business impacts of great experiences, from higher profitability to improved employee retention.

Practical Insights
Gain actionable strategies to measure and improve experiences, leveraging the latest frameworks and tools.

Key Learnings
A global standard for experience management is needed (e.g., NEN to ISO).
Experience is both a metric and a mindset.
Different types of XLAs exist, tailored to diverse needs.
Experience management is a journey of maturity.
Intrinsic and extrinsic values are critical to success (Experience Ambition).
Leadership and an Experience Management Office (XMO) are vital for driving change.
Improving experience requires both measurement and action.

Who Should Attend?
This course is ideal for professionals in IT, HR, and customer service roles who want to enhance their understanding of experience management and apply it in their organizations.

Learning Outcome
By the end of this session, you will understand the basics of the experience economy, the value of XLAs, and how to take the first steps in measuring and improving experiences for business success.