Experience Management and XLA® Foundation
Samenvatting
Enhance your expertise in customer experience management with our two-day certified Experience Management (XM) and Xperience Level Agreement (XLA®) Foundation courseware. Tailored for professionals, this training offers an in-depth exploration of the XM and XLA® concepts, blending theoretical insights with practical applications.
Elevate your organization's customer experience with the XM and XLA® Foundation course. This two-day training, followed by a multiple-choice exam, offers a comprehensive introduction to Experience Management (XM) and Xperience Level Agreement (XLA®). Ideal for professionals like Service and Experience Managers, and Support professionals, it focuses on improving end-user experience and business impact using XM and XLA® methods. The course covers the fundamentals of XM and XLA, practical implementation skills, and includes both theoretical lessons and group assignments. Successful completion awards an XM and XLA® Foundation certificate, affirming your proficiency in these crucial business strategies.
Participants of this course will:
- Deepen their understanding of improving customer experiences.
- Explore the significance of XM and XLA in business.
- Develop practical skills to apply XM and XLA frameworks effectively.
Trefwoorden
Specificaties
Inhoudsopgave
Agenda 9
Introduction to XM and XLA (2) 11
What are Experience Management and XLA? (9) 15
Why are XM and XLA important? (41) 31
XLA value drivers (60) 40
The XM Journey (68) 44
The 5 Ds (71) 46
Define (76) 48
Scope (80) 50
Commitments (82) 51
Discover (88) 54
Experience (91) 56
Collaboration (108) 64
Business impact (117) 69
Dream (132) 76
Ambition organization (135) 78
Ambition per service (139) 80
Gap analysis (144) 82
Roadmap (149) 85
Design (152) 86
Experience (156) 88
Method (162) 91
Collaboration (175) 98
XLA (181) 101
Experience Management Office (184) 102
Deliver (188) 104
Taskforce (192) 106
Governance (195) 108
Processes (198) 109
Tooling (201) 111
Reporting (206) 113
Closing (209) 114
Case 117
Syllabus 132
