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.

Prerequisites

There are no prerequisites for this course.

Target audience

Professionals and organisations aiming to enhance customer or employee experience by complementing traditional Service Level Agreements (SLAs) with experience-based measures (XLAs).

We can organize this training at your preferred date and location. Contact Us!

What You Will Learn

By the end of the course, participants will be able to:

Understand the Experience Management Optimisation Framework™
Measure and interpret experience ambitions and gaps
Promote the value of experience across the organisation
Apply practical actions to deliver and improve experience outcomes
Design strategies to innovate and reduce experience gaps

Training Outline

Introduction to XLAs and experience management

Overview of XLA concepts and why they matter
Defining experience from employee and customer perspectives

Deep dive into the Experience Framework

Engage: understanding the art and science of experience
Evangelise: promoting experience thinking across the organisation
Explore: evaluating current experience measures and landscape
Envision: spotting patterns, possibilities, and improvement pathways
Enable: using business intelligence and data to measure experience ambitions and gaps
Execute: implementing initiatives to deliver and improve experience
Embrace: sustaining improvements and embedding experience in culture

Practical, case studies, and real-world application

Workshops and exercises to experiment with XLA implementation
Case studies to explore employee and customer facing experience use cases
Strategy design sessions to plan next steps post course

Exams and assessments

40 minute multiple choice exam (online with voucher included)
50% pass mark required to achieve the Experience Foundation certification

Hands-on learning

Delegates will engage in:

Interactive exercises applying XLA framework phases to their organisation
Group discussions and strategy development around experience metrics and improvement plans
Case study analysis of experience scenarios for both employees and customers
Design of actionable next steps for embedding experience focused practices

Why Choose Us

Experience Experience Management and XLA Foundation in Canada through Bilginç IT Academy's live and interactive virtual classroom environment, accessible from your home, office, or any location. Connect with expert trainers in real time and bring the energy of classroom learning into the digital experience.

Live Instructor-Led Sessions: Join scheduled training sessions with your instructor and fellow delegates in real time.
Interactive Learning Experience: Take part in discussions, practical exercises, group activities, and Q&A sessions throughout the course.
Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's long-standing experience in delivering professional training since 1995.
Flexible and Scalable Delivery: Access live virtual classrooms from Canada and worldwide, with flexible planning options for individual and corporate training needs.

Experience Experience Management and XLA Foundation in a focused classroom environment in Canada. Bilginç IT Academy's carefully selected training venues provide a professional setting where delegates can interact directly with expert trainers and peers.

Experienced Trainers: Learn from specialists with extensive field experience and real-world knowledge.
Professional Training Venues: Attend courses in comfortable, well-equipped classrooms designed to support effective learning.
Focused Classroom Experience: Benefit from limited class sizes that encourage discussion, interaction, and personalized support.
Quality-Driven Learning: Develop practical skills through structured, up-to-date, and professionally designed training content.

Meet your team's training needs with Bilginç IT Academy's onsite Experience Management and XLA Foundation in Canada solution, delivered at your office or preferred location. Align your team's development with your business goals through a training experience tailored to your organization.

Tailored Course Content: Adapt the training program to your organization's projects, team structure, and specific business requirements.
Time and Cost Efficiency: Reduce travel, accommodation, and operational costs while maximizing the value of your training investment.
Team-Focused Learning: Help your employees develop around the same knowledge base and strengthen collaboration across your organization.
Simplified Planning and Tracking: Manage the training process, participant development, and organizational requirements with greater control.

Why have you chosen us?

I have attended a training from Bilginc IT Academy before and I was satisfied.

I have attended a training from a different provider and it was not helpful.

Other

How many employees do you have in your IT department?

0 – 50

50 – 250

250 – 1000

1000+

Experience Management and XLA Foundation Training in Canada

Prerequisites

Target audience

What You Will Learn

Training Outline

Exams and assessments

Hands-on learning

Why Choose Us

Experience Management and XLA Foundation Training Course in Canada Schedule

Experience Management and XLA Foundation Training in Canada

Prerequisites

Target audience

What You Will Learn

Training Outline

Exams and assessments

Hands-on learning

Why Choose Us

Online Instructor-Led Training (VILT)

Classroom-Based Training

Onsite / In-House Training

Experience Management and XLA Foundation Training Course in Canada Schedule