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Mastering XLAs

Create an XLA and understand its positive impact on business

  • Learn the XLA Framework 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.

Attendee Testimony

“Looking to trail XLAs within the department so this gave me more details vs the EOE course to drive this forward”

Create an XLA and Understand its Positive Effects on your Business

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In the 2-day Mastering XLAs course, we recap the fundamentals of experience concepts before introducing an overview of the XLA Framework.

Using a case study, learners are then taken through the steps to understand what current experience data is needed, how to get it, where to get it and how to analyse it.


From there, the experience ambitions and target XLAs are designed so that the current experience discoveries and the experience ambitions can be merged.

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

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


We will explore the potential positive impact on a set of an existing case study Service Level Agreement (SLA) and its Key Performance Indicators (KPIs) by discussing the effect of aligning the created XLAs.

Lastly, we will cover and consider the operational, organisational and governance challenges one may face when implementing XLAs for a product or service.

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 exams and exam preparation

  • Exam voucher


Essence of Experience course, leading to the XLA Champion certification.

This is a 2-day course.

Course: £700 plus VAT, exam included.

Who will be your fellow participants?

This class is for all professionals and organizations that are ready to move past concepts and make experience a practical reality.


Learners will be equipped to earn their XLA Framework Master certification by achieving a passing score on the 60-minute exam, consisting of 40 multiple choice questions.

Want to join an upcoming Mastering XLAs course?

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