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

23 February 2025 (2 Days)
Cape Town, Durban, Johannesburg
Classroom / Virtual Classroom

€1,800 +VAT

07 March 2025 (2 Days)
Cape Town, Durban, Johannesburg
Classroom / Virtual Classroom

€1,800 +VAT

13 March 2025 (2 Days)
Cape Town, Durban, Johannesburg
Classroom / Virtual Classroom

€1,800 +VAT

26 March 2025 (2 Days)
Cape Town, Durban, Johannesburg
Classroom / Virtual Classroom

€1,800 +VAT

16 April 2025 (2 Days)
Cape Town, Durban, Johannesburg
Classroom / Virtual Classroom

€1,800 +VAT

04 May 2025 (2 Days)
Cape Town, Durban, Johannesburg
Classroom / Virtual Classroom

€1,800 +VAT

22 May 2025 (2 Days)
Cape Town, Durban, Johannesburg
Classroom / Virtual Classroom

€1,800 +VAT

08 June 2025 (2 Days)
Cape Town, Durban, Johannesburg
Classroom / Virtual Classroom

€1,800 +VAT

Experience Practitioner Training Course in South Africa

Formerly known as Union of South Africa, now officially known as Republic of South Africa is the Southernmost country in Africa. South Africa's population is over 60 million people, which makes the country the world's 23rd-most populous nation. South Africa has three capital cities: executive Pretoria, judicial Bloemfontein and legislative Cape Town, while the largest city is Johannesburg. The official languages of South Africa are Afrikaans, English, Ndebele, Pedi, Sotho, Swati, Tsonga, Tswana, Venda, Xhosa and Zulu.

South Africa can be rainy from November to February, so the best time to visit South Africa is from May to September. Despite the rainy season South Africa is a year-round destination, with varying regional climates. Blyde River Canyon, Durban, Drakensberg, Kruger National Park and of course, Cape Town are the tourist attractions of the country.

Expand your IT knowledge with our comprehensive range of courses, including programming, software development, business skills, data science, cybersecurity, cloud computing and virtualization. Our skilled instructors will facilitate hands-on training and share practical insights, all conveniently conducted at your preferred location within South Africa.

Experience Practitioner Training in South Africa

Prerequisites

Outline

Avaible Training Dates