In 2020, data from Gartner and Glassdoor revealed a direct correlation between employee and customer satisfaction. Yet 48% of companies struggle to get practical experience programs up and running.
Experience level agreements (XLAs) are the foundation of a fresh and optimistic approach to managing the business of technology. This workshop introduces the concept of experience, including what it is and why it matters, and uses interactive exercises to nail down the concept of XLAs and set learners on a solid path toward the experience economy. Participants will gain a practical understanding of the anatomy of an XLA and how it relates to the flow of work in an organization. If you or your organization seek to improve the customer and employee experience, enable productivity, growth, and innovation, and take the first steps into a new way of working, then this course is for you!
This one-day course is presented in collaboration with XLACollab and TSO and delivered by instructors accredited by APMG. Learners who take the certification exam will earn the Experience Champion credential.
Participants will learn the key concepts of experience management, including:
This class is for everyone who wants to improve customer, supplier, and employee experience. It's an awareness class for those who need to understand what experience management is and why it is necessary; it's the first step for people who wish to be quartermasters of experience management in their organizations. In other words, it's for anyone who helps organizations implement experience management.
This course covers the following concepts:
These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.
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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
Location: Virtual Classroom Training HDI will send course access information in a separate email HDI, , Virtual Classroom
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Exam included with public, virtual, or onsite courses. Exams are NOT included with event workshops.
Examination Format
All students taking an Essence of Experience class will be provided with an exam voucher for an online proctored exam with APMG International. Learners will have 12 weeks in which to schedule and take the certification exam. Exams are closed-book and consist of 30 questions to be answered in 40 minutes. A score of 65% or better is required to pass and become certified.
Date: 6/7 - 6/9/11
Location: Los Angeles Airport Marriott Hotel 5855 West Century Blvd. Los Angeles, CA 90045