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.
There are no prerequisites for this course.
Professionals and organisations aiming to enhance customer or employee experience by complementing traditional Service Level Agreements (SLAs) with experience-based measures (XLAs).
Introduction to XLAs and experience management
Deep dive into the Experience Framework
Practical, case studies, and real-world application
Delegates will engage in:
Join our public courses in our South Africa facilities. Private class trainings will be organized at the location of your preference, according to your schedule.
South Africa is the most advanced technological market on the continent, with Cape Town and Johannesburg acting as world-class centers for fintech, telecommunications, and digital entrepreneurship. Cape Town’s vibrant tech scene, often called 'Silicon Cape,' attracts international venture capital and research talent, while Johannesburg remains the industrial and financial heart of technical innovation. The country's top universities, including the University of Cape Town and Wits, provide a strong academic foundation for research in Artificial Intelligence and Big Data. Our educational frameworks in South Africa focus on equipping the professional workforce with the high-level skills needed to manage complex enterprise infrastructures. We provide elite training in Cybersecurity, Enterprise Architecture, and Data Science to support South Africa's leading role in the global digital economy.