Experience Management and XLA® Foundation

Certification

The Experience Management and XLA® Foundation certification, delivered in collaboration with XLA Institute (formerly Experience Collab) and TSO by APMG-accredited instructors, provides essential skills to enhance customer experiences. This course focuses on experience management, aligning customer needs with business goals, and driving service excellence.

Upon passing the certification exam, learners earn the XLA Institute Foundation credential, demonstrating their ability to deliver exceptional customer journeys and contribute to organizational success.

Training

This 3-day course, Experience Management and XLA Foundation, is a great starting point for organizations looking to become more employee-focused by adopting Experience Level Agreements (XLAs). It offers practical guidance on how to begin delivering effective Experience Management.

Through a hands-on learning approach, the course introduces the Experience Management Optimization Framework™, helping you understand how to measure and improve experience across your organization. You’ll work with experienced instructors to explore both the strategic and practical sides of Experience Management — and see how XLAs are reshaping the way technology is designed and delivered.

Promote the value of experience across your organization by understanding why it matters, evaluating your current experience landscape, and identifying key measures. Learn to recognize patterns and opportunities, use business intelligence to uncover gaps and ambitions, and take action to deliver, improve, and innovate. By embracing experience at every level, you can create meaningful impact for stakeholders and influencers alike.

Participants engage in interactive exercises and real-world case studies to reinforce their learning and explore how XLAs can be applied in day-to-day scenarios. These hands-on activities help clarify each phase of the framework while also guiding you toward the next actionable steps in your own experience journey.

What You Will Learn

This course educates students on the key concepts of XLAs, including but not limited to:

• Fighting the Gravity of Average Performance
• Outputs vs. Outcomes
• Anticipating Customer Experience
• Measuring Experience
• Experience Indicators
• The Experience Optimization Framework

Who Should Attend?

This course is for all service, support, and IT professionals who are responsible for improving the customer experience and setting measurable XLA goals for their organizations, equipping them with an approach to executing XLAs as a critical foundation of experience management.

• Professionals tasked with scoping an experience management project
• Professionals who need to establish the current experience landscape to identify potential XLAs
• Teams and practitioners building XLAs, including:
  • Service and support managers and directors
  • Service level managers and/or directors
  • Customer experience managers and/or directors