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Experience Management and XLA® Foundation

Certification

The Experience Management and XLA® Foundation certification, delivered in collaboration with XLA Institute (formerly Experience Collab) and TSO by APMG-accredited instructors, provides essential skills to enhance customer experiences. This course focuses on experience management, aligning customer needs with business goals, and driving service excellence.

Upon passing the certification exam, learners earn the XLA Institute Foundation credential, demonstrating their ability to deliver exceptional customer journeys and contribute to organizational success.

 

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Training

This 3-day course, Experience Management and XLA® Foundation, is a great starting point for organizations looking to become more employee-focused by adopting Experience Level Agreements (XLAs). It offers practical guidance on how to begin delivering effective Experience Management.

Through a hands-on learning approach, the course introduces the Experience Management Optimization Framework™, helping you understand how to measure and improve experience across your organization. You'll work with experienced instructors to explore both the strategic and practical sides of Experience Management—and see how XLAs are reshaping the way technology is designed and delivered.

Promote the value of experience across your organization by understanding why it matters, evaluating your current experience landscape, and identifying key measures. Learn to recognize patterns and opportunities, use business intelligence to uncover gaps and ambitions, and take action to deliver, improve, and innovate. By embracing experience at every level, you can create meaningful impact for stakeholders and influencers alike.

Participants engage in interactive exercises and real-world case studies to reinforce their learning and explore how XLAs can be applied in day-to-day scenarios. These hands-on activities help clarify each phase of the framework while also guiding you toward the next actionable steps in your own experience journey.

What You Will Learn

This course educates students on the key concepts of XLAs, including but not limited to:

  • Fighting the Gravity of Average Performance
  • Outputs vs. Outcomes
  • Anticipating Customer Experience
  • Measuring Experience
  • Experience Indicators
  • The Experience Optimization Framework

Who Should Attend?

This course is for all service, support, and IT professionals who are responsible for improving the customer experience and setting measurable XLA goals for their organizations, equipping them with an approach to executing XLAs as a critical foundation of experience management.

  • Professionals tasked with scoping an experience management project
  • Professionals who need to establish the current experience landscape to identify potential XLAs.
  • Teams and practitioners building XLAs, including:
    • Service and support managers and directors
    • Service level managers and/or directors
    • Customer experience managers and/or directors

Course Outline

This course is structured on the phases of the Experience Optimization Framework:

The Explore Phase

  • Establishing the experience landscape
  • Identifying experience indicators
  • The cat-and-mouse game of sentiment analysis

The Envision Phase

  • Experience ambition
  • The staged experience
  • Bridging vs. extending
  • The XLA architecture
  • Mapping XLAs to the five economic values
  • The metrics of experience management
  • Abstract laddering of employee experience
  • The Enable Phase
    • The role of technology
    • Configuring the building blocks of an XLA
    • The Experience Reference Matrix (XRM)
  • The Execute Phase
    • Communications strategy
    • The Experience Management Organization (XMO)
    • The Güngör model
    • The importance of dark sentiment
  • The Embrace Phase
    • The XLA ecosystem
    • The gravity of average performance
    • Experience parity

    • Course FAQ's

    Virtual Classroom

    Calendar Price: $1,999

    These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software, students interact with the instructor without ever leaving their desk.

    • Minimize the impact on your daily schedule by only training eight hours a day for three days.
    • Learn only what you need to with targeted, topic-specific courses.
    • Ask questions and interact with the instructor.

    View the Virtual Classroom FAQs

    Private Group Training

    Request Info

    HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

    • Control class size and pick training dates that accommodate your business schedule.
    • Focus on your organization’s key issues and pain points.
    • Save money. With groups of eight or more, this option is often more cost effective.
    • To learn more about this program, contact an account manager or call 1.800.248.5667.
    Dec 09, 2025 - Dec 11, 2025
    HDI, Virtual Classroom     		Experience Management and XLA® Foundation Price: $1,999.00 More Info Add to Cart
    Only 5 seats left
    Feb 25, 2026 - Feb 27, 2026
    HDI, Virtual Classroom     		Experience Management and XLA® Foundation On or before Dec 31, 2025 :
    Price: $1,899.00

    After Dec 31, 2025 :
    Price: $1,999.00     		More Info Add to Cart
    May 26, 2026 - May 28, 2026
    HDI, Virtual Classroom     		Experience Management and XLA® Foundation On or before Mar 31, 2026 :
    Price: $1,899.00

    After Mar 31, 2026 :
    Price: $1,999.00     		More Info Add to Cart
    Jul 21, 2026 - Jul 23, 2025
    HDI, Virtual Classroom     		Experience Management and XLA® Foundation On or before Aug 26, 2026 :
    Price: $1,899.00

    After Aug 26, 2026 :
    Price: $1,999.00     		More Info Add to Cart
    Oct 21, 2026 - Oct 23, 2026
    HDI, Virtual Classroom     		Experience Management and XLA® Foundation On or before Aug 26, 2026 :
    Price: $1,899.00

    After Aug 26, 2026 :
    Price: $1,999.00     		More Info Add to Cart
     

    Certification Exam

    Exam included with public, virtual, or onsite courses. All Experience Management and XLA® Foundation exams are administered through APMG International.

    Examination Format

    All students taking an Experience Management and XLA® Foundation class will be provided with an exam voucher for an online proctored exam with APMG International. Exams consist of 40 questions to be answered in 45 minutes. Twenty questions must be answered correctly in order to become certified.

    HDI Support Center Analyst

    Date: 6/7 - 6/9/11

    Location: Los Angeles Airport Marriott Hotel
    5855 West Century Blvd.
    Los Angeles, CA 90045

    Full Course Description
    ITIL Accredited Training Organization
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