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XLA – The Essence of Experience

Exam Included

Official exam included in course price!

eXperience Level Agreements

Use interactive studies and exercises to nail down the concept of the XLA. View a world beyond SLAs and KPIs.

Student Manual

Attendees will receive a study manual which complements the course

Instructor-led Education

Engage with brilliant tutors who have over 20 years’ experience.

Duration

1 day

Start Time

9:30 am

End Time

3:00 pm

Prices From

£295+ vat

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XLA Citrus Collab Logo KnowledgeAdd

Course
Overview

Suitable
For

Learning
outcomes

What To
Expect

What Is
Included

Course
Dates

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.

Essence of Experience Bite

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

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

Suitable For:

This course is for all professionals and organisations seeking to improve their customer and employee experience. You may have heard of an XLA, and this course empowers the learner to be able to apply their new knowledge in a practical way, beyond SLAs, within their own organisation.

The one day course is designed to prepare learners to gain an understanding of the world of XLAs; to learn how they are determined, designed, implemented and managed.

Learning 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

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 questions and exam preparation
  • Includes exam

Course Running Dates: