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Experience Practitioner

Learn the practicalities of making your XLAs a reality

  • Learn the XLA Design methodology

  • Understand experience data, how and where to obtain it, and how to analyse it

  • Fully embrace and enable employee/customer experience

  •  Create an XLA that can be implemented in an operational environment.

  • Acquire practical understanding of XLA development, including real life challenges that may be faced when implementing XLAs.

  • Explore Experience Management Office (XMO) concepts

  • Understand the XMO’s roles, scope and experience management techniques

  •  Gain practical understanding of how an XMO can be implemented in your organisation

Attendee Testimony

"Really interesting course. Neil was really engaging and always happy to answer any questions and gave lots of clear examples that helped to understand context"

Understand the Practicalities of Moving from XLA Design to Real-World Implementation and Management 

Learn

In the 2-day Experience Practitioner course, we recap the foundations of experience concepts before introducing and covering the practicalities of designing and implementing XLAs for real-world use. 

Attendees are taken through the design model for XLAs whilst also incorporating the Experience Management Framework to understand what current experience data is needed, how to get it, where to get it and how to analyse it, all to enable continual experience management.

A New Kind of Office

Attendees are then introduced to the Experience Management Office. 

We explore an XMOs scope, the roles required, a variety of science of experience management techniques, the art of experience interpretations, and dealing with the experience ecosystem in an operational environment.

Learners will acquire a practical understanding of what an XMO is and how it can work when implementing one.

The Science of Statistics is covered and the Science of Measurements is examined, using interactive demonstrations and simulations via an example XMO dashboard.

Do

Attendees are taken through the steps for how XLAs can be created in detail enough to be integrated into a formal contract if needed.

Attendees are assigned practicals throughout the design methodology to apply the learning to the kind of tasks required for designing XLAs for business use. 

The use of automated experience tools is introduced and the impact of tool use on a set of XLAs is demonstrated and discussed.

Understand

The Art of Interpretation of the various experience findings one may see in a typical operation is discussed. Using examples, “experience detectives” scenario exercises reinforce the art of interpretations, hypotheses creation and investigations into likely root causes.

The considerations for Orchestrating the Experience Ecosystem are examined, from both internal and external points-of-view, regarding the interactions an XMO could possibly be expected to manage.

The course includes group discussions, participant examples of experience challenges they are facing, and exercises using XLA and XMO example operational scenarios to make the course as meaningful as possible. 

Prerequisites:

Duration:

  • Two days, with times for each typically running from 09:30 - 16:30, UK time. 

Cost:

  • £1,295

  • Includes exam - worth £325. 

Who will be your fellow participants?

This class is for all professionals and organizations that want to learn how to design and implement XLAs and an XMO. It is designed for Experience Practitioners – those who will be building and managing experience metrics.

Certification:

This course is full accredited by a certified APMG accreditation. Attendees will be earn their Experience Practitioner certificate by achieving a passing 50% mark on a multiple-choice exam. Full details will be provided upon registration.

Upcoming Experience Practitioner Classes

  • Experience Practitioner - February 2024
    Experience Practitioner - February 2024
    Thu, Feb 22
    Online
    Feb 22, 2024, 9:30 AM GMT – Feb 23, 2024, 4:30 PM GMT
    Online
    Feb 22, 2024, 9:30 AM GMT – Feb 23, 2024, 4:30 PM GMT
    Online
    This class is designed to enable delegates to build and manage 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 our XLA Design Methodology.
  • Experience Practitioner - April 2024
    Experience Practitioner - April 2024
    Wed, Apr 24
    Online
    Apr 24, 2024, 9:30 AM GMT+1 – Apr 25, 2024, 4:30 PM GMT+1
    Online
    Apr 24, 2024, 9:30 AM GMT+1 – Apr 25, 2024, 4:30 PM GMT+1
    Online
    This class is designed to enable delegates to build and manage 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 our XLA Design Methodology.
  • Experience Practitioner - June 2024
    Experience Practitioner - June 2024
    Wed, Jun 19
    Online
    Jun 19, 2024, 9:30 AM GMT+1 – Jun 20, 2024, 4:30 PM GMT+1
    Online
    Jun 19, 2024, 9:30 AM GMT+1 – Jun 20, 2024, 4:30 PM GMT+1
    Online
    This class is designed to enable delegates to build and manage 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 our XLA Design Methodology.
  • Experience Practitioner - August 2024
    Experience Practitioner - August 2024
    Wed, Aug 28
    Online
    Aug 28, 2024, 9:30 AM GMT+1 – Aug 29, 2024, 4:30 PM GMT+1
    Online
    Aug 28, 2024, 9:30 AM GMT+1 – Aug 29, 2024, 4:30 PM GMT+1
    Online
    This class is designed to enable delegates to build and manage 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 our XLA Design Methodology.
  • Experience Practitioner - October 2024
    Experience Practitioner - October 2024
    Tue, Oct 29
    Online
    Oct 29, 2024, 9:30 AM GMT – Oct 30, 2024, 4:30 PM GMT
    Online
    Oct 29, 2024, 9:30 AM GMT – Oct 30, 2024, 4:30 PM GMT
    Online
    This class is designed to enable delegates to build and manage 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 our XLA Design Methodology.

Experience Practitioner FAQs

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