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XLA – Mastering XLAs

Start Date

16/03/2021

End Date

17/03/2021

Start Time

9:30 am

Finish Time

3:00 pm

Duration

2 Days

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£495 exc vat
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More XLA – Mastering XLAs Dates:

18/05/2021

£495

Course overview

WHO IS THIS
COURSE For?

Learning
outcomes

What to Expect

What is Included

Trainer
Bio

The Art and Science of Experience (Mastering XLAs)

In today’s modern economy, where 50% of the workforce is made up of millennials or younger and where money is no longer the primary motivating factor, it’s more important than ever to consider the experience and how it makes people ‘feel’.

“People will forget what you said, people will forget what you did, but people will always remember how you made them feel”

The Mastering XLAs course uses real world experience to help organisations build open their existing KPIs and SLAs to create Experience Level Agreements through a best practice framework. This course has been created by CitrusCollab and is delivered exclusively in the UK by Bright Horse.

Experience Level Agreements (XLAs) are the foundation of a fresh and optimistic approach to managing the business of technology. Creating the actual XLAs for an experience ambition can be a challenging endeavour. This is especially true for those beginning their journey of embracing, enabling and enhancing customer and employee experience of their products and services. This course takes learners through the XLA Framework methodology, one proven way to: understand a current experience landscape, define the experience ambitions and then develop a set of XLAs that can be implemented in an operational environment.

The course takes learners through an interactive case study and exercises to demonstrate the method and processes used.

This class is for all professionals and organizations that are ready to move past concepts and make experience a practical reality.

Learners acquire a practical understanding of XLA development, including real life challenges they may face in implementing those XLAs.

To see what other courses KnowledgeAdd have available, please click here

Click here to find out more about Bright Horse.

Suitable For:

This class is for all professionals and organisations that are ready to move past traditional reporting and measuring concepts and make the experience a practical reality.

Learners will need to have already attended the XLA – Essence of Experience course before attending.

Learning Outcomes:

Learners acquire a practical understanding of XLA development, including real life challenges they may face in implementing those XLAs.

  • Fundamentals of experience concepts are recapped then the XLA Framework overview is introduced,
  • Using a case study, learners are taken through the steps to understand what current experience data is needed, how to get it, where to get it and how to analyse it,
  • From there, the experience ambitions and target XLAs are designed so that the current experience discoveries and the experience ambitions can be merged,
  • Then learners are taken through the steps for how XLAs can be created in detail enough to be integrated into a formal contract if needed,
  • The use of automated experience tools is introduced and the impact of tool use on a set of XLAs is demonstrated and discussed,
  • The potential positive impact on a set of an existing case study Service Level Agreement (SLA) and its Key Performance Indicators (KPIs) that can be aligned with the XLAs created is discussed,
  • Finally, the operational, organisational and governance challenges one may face when implementing XLAs for a product or service are introduced for further consideration

What to Expect:

All KnowledgeAdd courses are currently run virtually via an online learning platform.

Learners can expect to be part of a safe and relaxed environment when attending our courses. We encourage learners to share their webcams with the group, as this creates a more open and engaging learning experience for many. However, we appreciate that not everyone is comfortable with this, and that is absolutely fine!

What is Included:

Course / Student Materials:

  • Instructor-led education and assignment facilitation,
  • Pre-class resources,
  • Learner Manual (excellent post-class reference),
  • Essence of Experience Reference Card,
  • Participation in unique in-class assignments,
  • Learner Personal Action Plan,
  • Reinforcing memory exercises and study aids,
  • Sample exams and exam preparation,

Note: The exam is available as an add-on for an additional fee.

Course Trainer Information:

Neil Keating Bright Horse

Neil Keating

Neil is a leader in measuring, managing, and improving the customer and employee experience of IT services through the implementation of innovative technologies, measures and thinking. Through his current role as Co-Founder and Chief Experience Officer at Bright Horse, and previous positions, including over 20 years of running successful Managed and Professional service organisations, Neil […]

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XLA – Mastering XLAs

Start Date: 16/03/2021

£ 495

Book Now