XM & XLA® Practitioner
Learn the practicalities of making your XLAs a reality.
- Learn the XLA Design methodology
- Understand experience data, how and where to obtain it, and how to analyse it
- Fully embrace and enable employee/customer experience
- Create an XLA that can be implemented in an operational environment.
- Acquire practical understanding of XLA development, including real life challenges that may be faced when implementing XLAs.
- Explore Experience Management Office (XMO) concepts
- Understand the XMO’s roles, scope and experience management techniques
- Gain practical understanding of how an XMO can be implemented in your organisation
"The practitioner course enabled me to put to into action, the concepts learnt in the Foundation course. How to design the ambition statement to ensure that business outcomes are captured was a very useful exercise."
Learn
In the 2-day XM & XLA® Practitioner course, we recap the foundations of experience concepts before introducing and covering the practicalities of designing and implementing XLAs for real-world use.
Attendees are taken through the design model for XLAs whilst also incorporating the Experience Management Framework to understand what current experience data is needed, how to get it, where to get it and how to analyse it, all to enable continual experience management.
Do
Attendees are taken through the steps for how XLAs can be created in detail enough to be integrated into a formal contract if needed.
Attendees are assigned practicals throughout the design methodology to apply the learning to the kind of tasks required for designing XLAs for business use.
The use of automated experience tools is introduced and the impact of tool use on a set of XLAs is demonstrated and discussed.
A New Kind of Office
Attendees are then introduced to the Experience Management Office.
We explore an XMOs scope, the roles required, a variety of science of experience management techniques, the art of experience interpretations, and dealing with the experience ecosystem in an operational environment.
Learners will acquire a practical understanding of what an XMO is and how it can work when implementing one.
The Science of Statistics is covered and the Science of Measurements is examined, using interactive demonstrations and simulations via an example XMO dashboard.
Understand
The Art of Interpretation of the various experience findings one may see in a typical operation is discussed. Using examples, “experience detectives” scenario exercises reinforce the art of interpretations, hypotheses creation and investigations into likely root causes.
The considerations for Orchestrating the Experience Ecosystem are examined, from both internal and external points-of-view, regarding the interactions an XMO could possibly be expected to manage.
The course includes group discussions, participant examples of experience challenges they are facing, and exercises using XLA and XMO example operational scenarios to make the course as meaningful as possible.
Prerequisites
XM & XLA® Foundation is required before attending XM & XLA® Practitioner.
Duration
Two days, with times for each running from 09:30 - 16:30, GMT.
Cost
£1,295, includes exam - worth £310.
Who will be your fellow participants?
This class is for all professionals and organizations that want to learn how to design and implement XLAs and an XMO. It is designed for XM & XLA® Practitioners – those who will be building and managing experience metrics.
Certification
This course is fully accredited by APMG International. Attendees will be earn their XM & XLA® Practitioner certificate by achieving a passing 67% mark on a 2-hour multiple-choice exam. Full details will be provided upon registration.
Upcoming XM & XLA® Practitioner Classes
Experience Foundation
This class is designed as the entry point into delivering Experience Management for organisations. This fully immersive class focusses on the Experience Management Optimisation Framework which covers the journey to measuring experience for an organisation.
Experience Foundation
This class is designed as the entry point into delivering Experience Management for organisations. This fully immersive class focusses on the Experience Management Optimisation Framework which covers the journey to measuring experience for an organisation.
Experience Foundation
This class is designed as the entry point into delivering Experience Management for organisations. This fully immersive class focusses on the Experience Management Optimisation Framework which covers the journey to measuring experience for an organisation.
XM & XLA® Practitioner FAQs
This course is for all professionals and organisations that are ready to move past concepts and make experience a practical reality. This course builds upon previous learning and details the practical steps that need to be achieved to design and build XLAs.
XM & XLA® Practitioner is a 2-day course, with times for each day running from 09:30 - 16:30, UK time.
All of our courses can run both online and in person (at your location or ours). Unless is specifically stated, expect the course to be run online. Should you book a place, we will send you a booking acknowledgement and then joining instructions will be sent to you close to the event date.
Is it required that the XM & XLA® Foundation course is completed before attending XM & XLA® Practitioner. This is so that attendees understand the foundational best practices and guidance before taking that knowledge onto the practical and impactful next step.