Experience Level Agreement (XLA®) Foundation

Our Experience Level Agreement (XLA®) Foundation training course syllabus will cover the following:

Section 1: Introduction to Experience Management and XLA®.

1.1. What is Experience Level Agreement (XLA®) Foundation?
1.2. Why is Experience Level Agreement (XLA®) Foundation important?
1.3. XLA® value drivers.

Section 2: The Experience Management Journey.

2.1. The 5 D's:

• Define.
• Discover.
• Dream.
• Design.
• Deliver.

Section 3: Define.

3.1. Scope.
3.2. Commitments.
3.3. Purpose.
3.4. Positioning.
3.5. BHAG.

Section 4: Discover.

4.1. Experience.
4.2. Collaboration.
4.3. Business impact.

Section 5: Dream.

5.1. Ambition per organisation.
5.2. Ambition per service.
5.3. Gap analysis.
5.4. Roadmap.

Section 6: Design.

6.1. Experience.
6.2. Method.
6.3. Collaboration.
6.4. XLA®.
6.5. Experience Management Office (XMO).

Section 7: Deliver.

7.1. Taskforce.
7.2. Governance.
7.3. Tooling.
7.4. Reporting.

Our Experience Level Agreement (XLA®) Foundation training course will benefit several individuals and organisations. Including but not limited to:

• Service Delivery Professionals.
• Customer Experience (CX) Professionals.
• Employee Experience (EX) Specialists.
• Quality Assurance and Performance Management Teams.
• Business Leaders and Executives.
• Consultants and Advisors.
• Entrepreneurs and Start-ups.
• Anyone involved in managing or improving service delivery, customer experiences, or employee experiences within an organisation stands to benefit from our Experience Level Agreement(XLA®) Foundation training course.

Our Experience Level Agreement (XLA®) Foundation training course includes the following:

• Pre-reading
• Course Manual
• Quizzes
• Exercises

There are no entry-level requirements for our Experience Level Agreement (XLA®) Foundation training course.

There is no recommended reading for our Experience Level Agreement (XLA®) Foundation training course.

Experience Level Agreement Foundation (XLA®) Examination:

• Duration: 60 minutes
• Format: Online
• Questions: 40
• Question type: Multiple choice
• Open/closed book: Open
• Passing grade: 80% (32 of 40)

You may enjoy our three-day ITIL® 4 Foundation training course.

Our three-day ITIL® 4 Foundation training course is the starting point in your ITIL® 4 certification journey and is the prerequisite for the ITIL® 4 Managing Professional (MP) and ITIL® 4 Strategic Leader (SL) training courses. Our ITIL® 4 Foundation training course is the starting point for the ITIL4 training pathway.

Our Experience Level Agreement (XLA®) Foundation training course offers several benefits to individuals and organisations. Including but not limited to:

• Improved Customer Satisfaction: By understanding and implementing Experience Level Agreement (XLA®) Foundation principles, organisations can deliver better experiences to their customers, leading to increased satisfaction and loyalty.
• Enhanced Employee Engagement: Experience Level Agreement (XLA®) Foundation training can empower employees with the tools and knowledge to prioritise user experiences.
• Data-Driven Decision Making: Experience Level Agreement (XLA®) Foundation training equip professionals with the skills to collect, analyse, and interpret data related to user experiences, enabling informed decision-making and continuous improvement initiatives.
• Competitive Differentiation: Organisations that prioritise user experiences through Experience Level Agreement (XLA®) Foundation training can differentiate themselves from competitors, leading to increased market share and revenue growth.
• Increased Operational Efficiency: By setting clear expectations and targets for user experiences, our Experience Level Agreement (XLA®) Foundation training course can help streamline processes, reduce inefficiencies, and optimise resource allocation within organisations.
• Risk Mitigation: Experience Level Agreement (XLA®) Foundation methodologies enable organisations to proactively identify and address potential issues or gaps in user experiences.
• Adaptability and Innovation: Experience Level Agreement (XLA®) Foundation training fosters a culture of continuous improvement and innovation within organisations, encouraging experimentation, creativity, and agility in response to evolving customer needs.
• Long-Term Business Success: Ultimately, Experience Level Agreement (XLA®) Foundation training contributes to long-term business success by driving customer loyalty, employee satisfaction, and organisational effectiveness, resulting in sustained growth and profitability over time.