The Experience Practitioner course is designed to provide professionals with the skills and methodologies needed to design and implement Experience Level Agreements (XLAs) in real-world environments. This two-day course builds on foundational experience concepts and delves into practical experience management techniques, including the creation and operational integration of XLAs. Participants will also explore the role and scope of the Experience Management Office (XMO), equipping them to manage and enhance both employee and customer experiences.

The course concludes with a two-hour multiple-choice exam. Participants must achieve a 67% passing mark to earn their Experience Practitioner certificate. Full details are provided upon registration. (APMG accredited)

Target Audience

This course is ideal for professionals and organisations that wish to learn how to design and implement XLAs and establish an XMO. It is especially suited for Experience Practitioners responsible for managing and analysing experience data and metrics.

Prerequisites

Experience Foundation is required before attending this Practitioner course

Outline

This certificated course covers the following areas of learning:

Recap of Experience Concepts
- Overview of fundamental experience concepts and terminology
- Understanding the evolution from SLAs to XLAs
- Introduction to the Experience Management Framework
Designing XLAs for Real-World Use
- Introduction to XLA design models
- Identifying key experience data: What, where, and how to collect it
- Hands-on activity: Data analysis for continual experience management
Introduction to the Experience Management Office (XMO)
- Role and scope of an XMO
- Experience management techniques and operational ecosystem considerations
- Workshop: Practical implementation of an XMO
Science of Experience and Statistics
- Understanding experience metrics and measurements
- Interactive demonstration: XMO dashboard simulations
- Practical activity: Interpreting statistical data
Creating and Integrating XLAs
- Detailed steps to design XLAs for formal contract use
- Introduction to automated experience tools
- Practical: Impact of tools on XLA creation and implementation
The Art of Experience Interpretation
- Scenario-based exercises: Becoming an “experience detective”
- Techniques for interpreting data, forming hypotheses, and investigating root causes
- Group discussion: Orchestrating the experience ecosystem (internal and external perspectives)
Interactive Group Discussions
- Sharing and discussing participant examples of experience challenges
- Review of XLA and XMO operational scenarios

Avaible Training Dates

Join our public courses in our Finland facilities. Private class trainings will be organized at the location of your preference, according to your schedule.

23 helmikuuta 2025 (2 Days)
Helsinki, Espoo
Classroom / Virtual Classroom

€1,800 +VAT

07 maaliskuuta 2025 (2 Days)
Helsinki, Espoo
Classroom / Virtual Classroom

€1,800 +VAT

13 maaliskuuta 2025 (2 Days)
Helsinki, Espoo
Classroom / Virtual Classroom

€1,800 +VAT

26 maaliskuuta 2025 (2 Days)
Helsinki, Espoo
Classroom / Virtual Classroom

€1,800 +VAT

16 huhtikuuta 2025 (2 Days)
Helsinki, Espoo
Classroom / Virtual Classroom

€1,800 +VAT

04 toukokuuta 2025 (2 Days)
Helsinki, Espoo
Classroom / Virtual Classroom

€1,800 +VAT

22 toukokuuta 2025 (2 Days)
Helsinki, Espoo
Classroom / Virtual Classroom

€1,800 +VAT

08 kesäkuuta 2025 (2 Days)
Helsinki, Espoo
Classroom / Virtual Classroom

€1,800 +VAT

Experience Practitioner Training Course in Finland

Finland is a country located in northern Europe. Helsinki is the capital and largest city of the country. The majority of the people are Finns but there is also a small Lapp population in Lapland, where the country is famous for the Northern Lights. Finland's national languages are Finnish and Swedish.

Known for its vast forests, lakes, and natural beauty, Finland is one of the world's largest producers of forest products, such as paper, pulp, and lumber. One of the world's largest sea fortresses Suomenlinna, Rovaniemi with the "White Nights", dogsled safaris and of course the Northern Lights are what makes Finland so popular for tourists. Finland is one of the best places in the world to see the Northern Lights and attracts millions of tourists during its seasons.

Finland is home to a thriving technology industry and is widely recognized as one of the world's leading technology hubs. Companies such as Nokia and Rovio (creator of the popular game Angry Birds) are based in Finland. Some of the key factors that have contributed to Finland's success in technology include; strong investment in research and development, a highly educated workforce and fundings.

Finland has a strong educational system, and is widely regarded as one of the world's most literate countries. In fact, Finland's literacy rate is one of the highest in the world, and its students consistently perform well in international tests of math and reading ability.

Also, as a pioneer in environmental sustainability, Finland is known for its efforts to reduce its carbon footprint and promote clean energy. This Nordic country is also famous for its unique and distinctive cultural heritage, including its traditional folk music and its elaborate traditional costumes.

Helsinki, Finland's capital city, is the country's business center. Helsinki is Finland's largest city, and it is home to many of the country's major corporations and organizations, including many of the country's leading technology firms. The city is also a commercial, trade, and financial center, as well as one of the busiest ports in the Nordic region.

Take advantage of our diverse IT course offerings, spanning programming, software development, business skills, data science, cybersecurity, cloud computing and virtualization. Our knowledgeable instructors will provide you with practical training and industry insights, delivered directly to your chosen venue in Finland.

Experience Practitioner Training in Finland

Prerequisites

Outline

Avaible Training Dates