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XLA Foundation

A two-and-a-half-day course, XLA foundation introduces best practices for embracing XLAs (Experience Level Agreements) and transforming into an employee-focused organisation.  You will learn how to embed the Experience framework and articulate the value of an experience-based culture.

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.

In Class Experience:

XLA Foundation in Class Experience

Learners take a QuickStart Assessment to understand the current baseline, which we reference as we guide you through each phase of the Experience Framework.

The hands-on activities not only allow you to understand the necessary steps within each phase of the framework (Envision, Enable, Execute & Embrace) but also to identify the next steps in your journey.

In this course, you gain a clear understanding of competencies and responsibilities needed across all four phases of the framework:

  • Envision experience by seeing the patterns, possibilities, and pathways forward to the experience
  • Enable Experience through deep business intelligence to measure & interpret experience ambitions and gaps
  • Execute experience to deliver, improve and innovate the experience ambition and reduce gaps
  • Embrace experience to deliver, ensure and improve the experience for stakeholders and influencers

Course / Student Materials:

  • Instructor-led education and assignment facilitation
  • Pre-class resources, including a recap of the Essence of Experience
  • Learner Manual (excellent post-class reference)
  • Participation in our games. Exercises and study aids
  • Sample exams and exam preparation
  • XLA Foundation certification examination, leading to XLA Ambassador
  • Experience Framework Action Kit


The Essence of Experience is recommended, but not required.

Who will be your fellow participants?

This class is for all professionals and organisations struggling to improve their customer and employee experience by augmenting traditional Service Level Agreements (SLAs) with XLAs.

XLA Foundation Time and Duration


This is a 3-day course.


  • Course: £1,200 plus VAT, exam included.


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 Events

We are currently working on our next schedule of XLA Foundation courses. In the meantime, see all our upcoming events below.