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.
There are no prerequisites for this course.
Professionals and organisations aiming to enhance customer or employee experience by complementing traditional Service Level Agreements (SLAs) with experience-based measures (XLAs).
Introduction to XLAs and experience management
Deep dive into the Experience Framework
Practical, case studies, and real-world application
Delegates will engage in:
Join our public courses in our Australia facilities. Private class trainings will be organized at the location of your preference, according to your schedule.
Australia’s technology scene is a powerhouse of innovation in the Southern Hemisphere, with Sydney, Melbourne, and Brisbane acting as world-class centers for fintech, cloud computing, and software development. The nation’s digital economy is supported by top-tier academic institutions like the University of New South Wales (UNSW) and the University of Melbourne, which foster a culture of research excellence in Cybersecurity and Artificial Intelligence. Australia has become a global leader in mining-tech and sustainable energy software, requiring a workforce that is proficient in the latest DevOps and Data Science frameworks. Our training solutions in Australia are designed to meet these high industry standards, offering specialized certifications that empower professionals to lead digital transformation projects across the Oceania region. We provide the technical expertise necessary to excel in a highly competitive and digitally integrated market that consistently attracts global tech investment.