XLA – The Essence of Experience
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The Art and Science of Experience (XLA)
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 Essence of Experience course, from Citrus Collab and delivered exclusively by Bright Horse, enables attendees to engage with skilled and expert instructors to learn the unvarnished truth of the Art & Science of eXperience and how XLAs are changing the way we design and manage technology.
This course introduces Experience Level Agreements (XLAs). In class we use interactive studies and exercises to nail down the concept of the XLA, setting learners on a solid path beyond ITIL, SLAs, and KPIs into a new perspective of XLAs and performance outcomes.
Learners will acquire a practical understanding of the anatomy of an XLA and how it relates to the flow of work in an organisation.
During the course, learners will:
- Compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together,
- Introduce the Art & Science of Experience and the XLA Framework®,
- Show how XLAs accurately measure moments over time and anticipating experience – prior to an incident,
- Walk through real-life examples, case studies and group exercises to take learning from thinking to action
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