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 New Zealand facilities. Private class trainings will be organized at the location of your preference, according to your schedule.

23 February 2025 (2 Days)
Auckland, Wellington, Christchurch
Classroom / Virtual Classroom

€1,800 +VAT

07 March 2025 (2 Days)
Auckland, Wellington, Christchurch
Classroom / Virtual Classroom

€1,800 +VAT

13 March 2025 (2 Days)
Auckland, Wellington, Christchurch
Classroom / Virtual Classroom

€1,800 +VAT

26 March 2025 (2 Days)
Auckland, Wellington, Christchurch
Classroom / Virtual Classroom

€1,800 +VAT

16 April 2025 (2 Days)
Auckland, Wellington, Christchurch
Classroom / Virtual Classroom

€1,800 +VAT

04 May 2025 (2 Days)
Auckland, Wellington, Christchurch
Classroom / Virtual Classroom

€1,800 +VAT

22 May 2025 (2 Days)
Auckland, Wellington, Christchurch
Classroom / Virtual Classroom

€1,800 +VAT

08 June 2025 (2 Days)
Auckland, Wellington, Christchurch
Classroom / Virtual Classroom

€1,800 +VAT

Experience Practitioner Training Course in New Zealand

New Zealand is an island country in the southwestern Pacific Ocean and it consists of two main islands and 700 smaller islands. Two main islands are the North Island and the South Island. The capital city of New Zealand is Wellington and the most popular city of the island country is Auckland. English, Māori and New Zealand Sign Language are the official languages of New Zealand. As of January 2022, the population of the country is about 5,138,120. 70% of the population are of European descent, 16.5% are indigenous Māori, 15.1% Asian and 8.1% non-Māori Pacific Islanders.

Since most of the country lies close to the coast, mild temperatures are observed year-round. January and February are the warmest months while July is the coldest month of the year. Fiordland, the first national park of New Zealand Tongariro

Unlock your potential in IT through our extensive selection of courses, which include programming, software development, data science, business skills, and cybersecurity. Our adept instructors will provide you with hands-on training and practical perspectives, all conveniently hosted at your desired location within New Zealand.

Experience Practitioner Training in New Zealand

Prerequisites

Outline

Avaible Training Dates