Essence of Experience

Learn the Art and Science of Experience

Improve your employee’s productivity and happiness
Enhance your company’s growth
Compare and contrast the modern experience level agreement (XLA) with the KPI/SLA approach, and show how they work together
Show how XLAs accurately measure moments over time and anticipating experience – prior to an incident
See real-world examples in case studies and group exercises, showing the power of an XLA on your company

Attendee Testimony

“Engaging, well facilitated, good mix of sessions to keep interest up”

The Art and Science of Experience

"People will forget what you said, people will forget what you did, but people will always remember how you made them feel "

Modern Times

In today’s economy, where 50% of the workforce is made up of millennials or younger, and money is no longer the primary motivating factor, the famous quote above has never been more important.

What's Needed

The Essence of Experience course, from our Experience partners, and co-creators, XLACollab and delivered exclusively by Bright Horse, enables attendees to engage with skilled and expert instructors to learn the Art & Science of eXperience and how XLAs are changing the way we design and manage technology.

This 1 day course introduces Experience Level Agreements (XLAs). We use interactive studies and exercises to nail down the concept of an XLA, setting learners on a solid path beyond ITIL, SLAs, and KPIs into a new perspective of XLAs and performance outcomes.

Essentials

In class, we will Compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together.

We will introduce the Art & Science of Experience and the XLA Framework®, and show how XLAs accurately measure moments over time and anticipating experience – prior to an incident.

Lastly, we will walk through real-life examples, case studies and group exercises to take learning from thinking to action.

Course / Student Materials:

Instructor-led education and assignment facilitation
Pre-class resources
Learner Manual (excellent post-class reference)
Essence of Experience Reference Card
Participation in unique in-class assignments
Learner Personal Action Plan
Reinforcing memory exercises and study aids
Sample questions and exam preparation

Prerequisites:

An understanding of ITSM principles and practices is beneficial.

Duration:

This is a 1 day course.

Costs:

Course: £260, plus VAT
Exam (if required): £70

Who will be your fellow participants?

This class is for all professionals and organizations struggling to improve their customer and employee experience. Many here had heard of XLAs, but just as many found this training while searching to improve on their traditional Service Level Agreements (SLAs).

Certification:

Learners will be equipped to earn their eXperience Level Agreement (XLA) Ambassador certificate by achieving a passing score (65%) on the 45-minute exam, consisting of 20 multiple choice questions.

Upcoming Essence of Experience Courses

Essence Of Experience - May'22

May 17 | 9:30 - 13:30

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Essence Of Experience - June'22

Jun 28 | 9:30 - 13:30

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Essence of Experience FAQs

Is this course for me?

Essence of Experience is for all professionals and organisations struggling or wishing to improve their customer/employee experience. Many past attendees had heard of XLAs, but just as many found this training while searching to improve on their traditional Service Level Agreements (SLAs).

How is payment covered?

Currently we accept payment via bank transfer but are working on implementing PayPal functionality for our courses in the foreseeable future. We can provide invoices and receipts if required.

How long does the course take?

Essence of Experience lasts for 4 – 6 hours, typically 9:30am – 1:30pm, UK time.

Do I need to bring anything with me?

As with any education course, a pen and paper / your favourite word processor would be beneficial for taking notes, otherwise you do not need to bring anything.

Where does the course take place?

All of our courses can run both online and in person (at your location or ours). Unless is specifically stated, expect the course to be run online. Should you book a place, we will send you a booking acknowledgement and then joining instructions will be sent to you close to the event date.

Is prior knowledge required/expected?

An understanding of ITSM (IT Service Management) principles would be beneficial, otherwise a keen interest in learning the Art and Science of Experience would be more than enough for Essence of Experience.