XLA Foundation

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

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

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