Experience Practitioner is designed to enable delegates to build and manage Experience Level Agreements (XLAs). This is a hands-on, practical class detailing how to design the right XLAs for your business needs and how they need to be managed through an Experience Management Office (XMO). The class follows Experience Collab's XLA Design Methodology with practical sessions at each stage.


This 2-day course is presented in collaboration with Experience Collab and TSO and delivered by instructors accredited by APMG.

As the final practitioner level, we require attendees to have already completed the Experience Foundation course. Additionally, to be eligible for the Experience Practitioner exam, learners must hold the Experience Foundation certification.

What You Will Learn

The previous Experience courses taught us what "experience" is and why it matters, the experience journey, and best practices to help implement experience for your organization. Experience Practitioner now teaches us:

  • How you build the right XLAs for your organization
  • A step-by-step XLA Design Methodology™ that you can follow to create your XLAs
  • How ou can bring all the data points together into an Experience Reference Matrix™ (XRM)
  • How you can operationalize experience (XMO™)
  • How you design the right XMO™ for your organization

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

Experience Practitioner will cover essential learning points such as:

  • Recap on core Experience Frameworks
  • Welcome to the XLA Design Methodology
  • Different types of XLAs
  • Applying the methodology (including practicals at each step)
  • Experience Now Review
  • Experience Ambition Creation
  • Scoring and Weighting the Measures
  • The Experience Reference Matrix (XRM™) – how the data points come together
  • Making XLAs operational – welcome to the XMO
  • XMO Mission and Scope
  • Detailing Roles and Competencies
  • Experience Management Governance
  • XMO Designs

Virtual Classroom

Price: $1,999

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using a web communications platform, 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 two days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor and classmates.

View the Virtual Classroom FAQs

Request Info

Private Group Training

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.

Jul 29, 2024 - Jul 30, 2024
HDI, Virtual Classroom
Experience Practitioner Price: $1,999.00 More Info Add to Cart
Oct 28, 2024 - Oct 29, 2024
HDI, Virtual Classroom
Experience Practitioner On or before Sep 02, 2024 :
Price: $1,899.00

After Sep 02, 2024 :
Price: $1,999.00
More Info Add to Cart

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an to discuss your needs.

Certification Exam

Exam included with public, virtual, or onsite courses. All Experience Practitioner exams are administered through APMG International.

Examination Format

All students taking an Experience Practitioner class will be provided with an exam voucher for an online proctored exam with APMG International. Students will have 12 weeks in which to schedule and take the certification exam. Exams are closed book and consist of 20 questions to be answered in 45 minutes. A score of 65% or better is required to pass and 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
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