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.

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

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).

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 Bilginç IT Academy

At Bilginç IT Academy, we combine our strong presence in both the UK and Türkiye to deliver high-quality, practical training solutions for organizations worldwide.

International Presence with Local Expertise
With operations in the United Kingdom and Türkiye, we bring together global standards and local market understanding to deliver effective training experiences across regions.

Expert Instructors with Real-World Experience
Our courses are delivered by certified trainers with extensive industry experience, ensuring you gain practical knowledge that can be applied immediately.

Corporate-Focused Training Approach
We specialize in training corporate teams, tailoring our programs to meet your organization’s goals, technologies, and project requirements.

Flexible Training Delivery Worldwide
We offer classroom, virtual classroom, and onsite training options globally, tailored to your organization’s needs.

Hands-On, Practical Learning
Our training sessions include real-world scenarios, case studies, and interactive exercises to ensure lasting understanding and skill development.

Proven Track Record
With over 10 years of experience, we have successfully trained professionals from leading organizations across different industries and regions.

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+

Oman is steering towards a tech-driven future under the 'Oman Vision 2040' framework, with Muscat evolving into a center for digital entrepreneurship and advanced telecommunications. The Sultanate is prioritizing the development of a robust digital economy by investing in cybersecurity, artificial intelligence, and electronic government services to enhance national efficiency. Academic excellence from institutions like Sultan Qaboos University provides a strong foundation for research in data science and smart city infrastructure. Our training solutions in Oman focus on bridging the gap between traditional expertise and the demands of the modern high-tech sector. By delivering specialized courses in IT Project Management, Cyber Defense, and Enterprise Systems, we support Omani professionals in their mission to build a sustainable, technologically advanced nation that is fully integrated into the global digital supply chain.

Experience Management and XLA Foundation Training in Oman