This two-day course builds on foundational experience management concepts and equips practitioners with the skills and methodologies required to design, implement, and manage Experience Level Agreements (XLAs) in real-world environments. It covers the operationalisation of XLAs, experience data collection and analysis, and the establishment and role of the Experience Management Office (XMO).

Prerequisites

Successful completion of the Experience Foundation (or equivalent understanding of XLA/experience management fundamentals).

Target audience

Professionals responsible for shaping, implementing or improving customer or employee experience within their organisation — especially those who will design XLAs, manage experience data, or operate an XMO.

For corporate groups, we can organize this training as an on-site private group.

What You Will Learn

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

Understand the practicalities of implementing XLAs in operational environments
Apply the XLA Design methodology to create effective XLAs
Collect, analyse, and interpret experience data to monitor and improve experience outcomes
Define the role and scope of an Experience Management Office (XMO) and how it supports organisational experience goals
Manage and improve customer and employee experiences using structured, data driven techniques
Recognise and address challenges inherent in real-world XLA implementation

Training Outline

Recap of Experience concepts and background

Review of foundational XLA and experience management terminology
Understanding the transition from SLAs to XLAs
Overview of the Experience Management Framework

Designing XLAs for real-world use

Introduction to XLA design models and approaches
Identifying key experience data: what to collect, where and how
Workshop: data collection and analysis techniques for ongoing experience management

Experience Management Office (XMO) introduction

Defining the role, structure and scope of an XMO
Operational considerations for implementing an XMO
Workshop: designing an XMO for participant organisations

Science of experience & measurement

Experience metrics and measurement techniques
Interactive demo: simulated XMO dashboard for monitoring experience data
Practical exercise: interpretation of statistical and experience data

Creating and integrating XLAs

Steps to design XLAs suitable for formal contract or organisational use
Overview of automated tools to support XLA deployment and monitoring
Practical: tool based XLA design and implementation planning

The art of experience interpretation

Scenario based exercises: acting as “experience detectives” to identify root causes of experience issues
Techniques for data interpretation, hypothesis formulation, and issue resolution
Group discussion: orchestrating the overall experience ecosystem from internal and external perspectives

Group work and peer sharing

Sharing real-world experience management challenges and lessons learned
Discussion of XLA and XMO operational scenarios and best practices

Exams and assessments

2 hour, multiple choice exam (online, voucher included)
Pass mark: 67%
Exam format designed to validate understanding and practical readiness for XLA implementation

Hands-on learning

Participants will engage in:

Interactive workshops and exercises for data collection and analysis
Scenario workshops to design and implement XLAs and plan for XMO setup
Dashboard simulations and statistical interpretation tasks
Case study work and group discussions exploring real-world experience issues and solutions
Peer collaboration and feedback loops to tailor XLA strategies to their organisations

Why Choose Us

Leading UK-based global training provider since 1995.

Experience Experience Practitioner in Finland through Bilginç IT Academy's live and interactive virtual classroom environment. Join a Public course as an individual delegate or arrange a dedicated Private / In-house online training program exclusively for your organization.

Delivery Method: Online Instructor-Led
Participation Model: Public / Private (In-house)
Live and Interactive Training: Connect with your instructor in real time and actively participate through discussions, Q&A sessions, practical exercises, and group activities.
Flexible Participation: Join the training from your home, office, or any location with a suitable internet connection.
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 professional training experience since 1995.
Worldwide Access: Join our live virtual classrooms from Finland or anywhere else in the world, or arrange a dedicated online training program for your organization.

Experience Experience Practitioner through face-to-face Classroom Based training in Finland. Training can be delivered as a Public course open to individual delegates or as a dedicated Private / In-house class for your organization.

Delivery Method: Classroom Based
Participation Model: Public / Private (In-house)
Face-to-Face Learning: Interact directly with your instructor and fellow delegates in an engaging classroom environment.
Experienced Trainers: Learn from specialists with extensive industry experience and practical real-world knowledge.
Professional Training Environment: Attend training in comfortable, well-equipped classrooms designed to support effective learning.
Practical Learning: Depending on the course, reinforce your knowledge through hands-on exercises, scenarios, case studies, and instructor-led activities.

Arrange Experience Practitioner in Finland as a dedicated Onsite training program for your organization. Bilginç IT Academy trainers can deliver the training at your office or another location of your choice, with the program planned around your team's requirements and business objectives.

Delivery Method: Onsite
Participation Model: Private (In-house)
Training at Your Preferred Location: Organize the training at your company's office or another location selected by your organization.
Tailored Course Content: Adapt the training program to your projects, team structure, existing skill levels, and specific business requirements.
Team-Focused Learning: Develop your team around a shared knowledge base while strengthening internal collaboration and knowledge transfer.
Flexible Scheduling: Plan the training dates, location, and program according to your organization's operational requirements.
Worldwide Onsite Delivery: Arrange the training in Finland or at another preferred location worldwide. Bilginç IT Academy trainers can travel to your selected location to deliver the dedicated training program.

Experience Practitioner Training in Finland

Prerequisites

Target audience

What You Will Learn

Training Outline

Exams and assessments

Hands-on learning

Why Choose Us

Experience Practitioner Training Course in Finland Schedule

Experience Practitioner Training in Finland

Prerequisites

Target audience

What You Will Learn

Training Outline

Exams and assessments

Hands-on learning

Why Choose Us

Online Instructor-Led Training

Classroom Based Training

Onsite Training

Experience Practitioner Training Course in Finland Schedule