XLA – Mastering XLAs
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.
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