Introduction to Experience
Learn the Art and Science of Experience with Experience Essentials or become introduced to experience with Introducing XLAs
-
Learn what experience is and why it is important for employee’s productivity and happiness
-
Learn how experience can enhance your company’s growth
-
Compare and contrast the modern experience level agreement (XLA) with the SLA/KPI approach and see how they work together
-
See how XLAs accurately measure moments over time and anticipate experience – prior to an incident
-
See real-world examples in case studies and take part in a hands-on exercise to display the power of XLAs.
Experience Essentials
"People will forget what you said, people will forget what you did, but people will always remember how you made them feel"
Duration:
-
This is a 1 day course running from 09:30 to 16:30, UK time.
​
Cost:
-
£395
Introducing XLAs
If you're looking for a half-day introduction to experience and XLAs, Bright Horse's Introducing XLAs course is an excellent starting point.
As factors like purpose and a sense of community become key factors for employment for current and upcoming employees, it has never been a better time for organisations to learn about experience and the means by which we manage it - XLAs.
​
On Introducing XLAs, you will receive a comprehensive introduction to experience and the experience economy and the importance for organisation to measure and improve both customer and employee experience. This course also introduces how organisations can manage experience with XLAs.
​
Duration
Introduction to XLAs is a 4-hour half-day course that runs from 9:30am - 1:30pm, UK time.
Cost
£199 per delegate on our public schedule.
£1,495 per private event (up to 12 delegates).
Prerequisites:
-
An understanding of ITSM principles and practices is beneficial.
​
Course Materials​
-
For Experience Essentials, all students will be provided with a workbook containing the learning points and the exercise from the course.
-
For Introducing XLAs, all students will receive key concept slides.
​
Who will be your fellow participants?
These classes are intended for all professionals and organizations struggling to improve their customer and employee experience. Attendees typically attend these classes if they do not know about Experience Management and why it is important. Many here had heard of XLAs, but just as many found this training while searching to improve on their traditional Service Level Agreements (SLAs).
​
Someone may prefer a comprehensive introduction and choose Introducing XLAs, or may want something more to takeaway back to their organisation and choose the full day of Experience Essentials.
​
Is there an exam to take?
Neither Experience Essentials nor Introducing XLAs has an associated exam.
Upcoming Experience Essentials and Introducing XLAs Courses
Contact us for further detailsOnlineExperience Essentials provides the learner an excellent interactive taster into Experience and Experience Management. We cover all the Experience Management Frameworks and how they should be applied and provide the attendee an overview of why they should be considering experience.