The Experience Foundation course is a three-day immersive programme focused on introducing best practices for Experience Level Agreements (XLAs) and transitioning to an experience-focused organisation. Participants will learn the Experience Management Optimisation Framework™ and develop the skills needed to measure and manage experience within their organisations.
The course includes a 40-minute multiple-choice exam, with a passing mark of 50%, leading to Experience Foundation certification (APMG accredited)
Target Audience
This course is designed for professionals and organisations seeking to enhance customer and employee experiences by incorporating XLAs alongside traditional SLAs.
Introduction to Experience Level Agreements (XLAs) and experience management
Deep dive into the Experience Framework:
Engage: The art and science of experience
Evangelise: Promoting experience within the organisation
Explore: Assessing current experience measures
Envision: Identifying patterns and opportunities
Enable: Using business intelligence to measure experience
Execute: Delivering and improving the experience
Embrace: Sustaining improvements for stakeholders
Join our public courses in our Malta facilities. Private class trainings will be organized at the location of your preference, according to your schedule.