Experience Management and XLA® Practitioner

Certification

The Experience Management and XLA® Practitioner certification is designed to validate the skills and knowledge required to deliver exceptional customer experiences in today’s fast-evolving service environments. Professionals who earn this certification demonstrate expertise in aligning customer journeys with business goals, fostering customer-centric service strategies, and applying industry best practices to optimize engagement across channels.

Training

Experience Management and XLA Practitioner is designed to enable delegates to build and manage Experience Level Agreements (XLAs). This is a hands-on, practical class detailing how to design the right XLAs for your business needs and how they need to be managed through an Experience Management Office (XMO). The class follows XLA Institute’s XLA Design Methodology with practical sessions at each stage.

This 2-day course is presented in collaboration with XLA Institute (formerly Experience Collab) and TSO and delivered by instructors accredited by APMG.

Prerequisite

As the final practitioner level, we require attendees to have already completed the Experience Management and XLA Foundation course. Additionally, to be eligible for the Experience Management and XLA Practitioner exam, learners must hold the Foundation-level certification.

What You Will Learn

The previous Experience course taught us what “experience” is and why it matters, the experience journey, and best practices to help implement experience for your organization. Experience Practitioner now teaches us:

• How you build the right XLAs for your organization
• A step-by-step XLA Design Methodology™ that you can follow to create your XLAs
• How you can bring all the data points together into an Experience Reference Matrix™ (XRM)
• How you can operationalize experience (XMO™)
• How you design the right XMO™ for your organization

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