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 Canada facilities. Private class trainings will be organized at the location of your preference, according to your schedule.
Canada has emerged as a global powerhouse for Artificial Intelligence and deep tech, with Toronto, Vancouver, and Montreal leading the charge as international innovation hubs. The country’s commitment to tech-driven economic growth is supported by world-class institutions like the University of Toronto and Waterloo, attracting top talent from across the globe. From the gaming industry in Montreal to the cloud-computing boom in British Columbia, Canada offers a diverse and stable environment for professional development. Our training solutions in Canada focus on equipping the workforce with high-demand skills in DevOps, Data Science, and Enterprise Architecture. We help professionals stay ahead of the curve in a nation that consistently ranks at the top for digital readiness and technological investment.