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Experience Management and XLA® Foundation Courseware.
- Format:
- Book
- Author/Creator:
- Institute, X. L. S.
- Language:
- English
- Physical Description:
- 1 online resource (149 pages)
- Edition:
- 1st ed.
- Place of Publication:
- Hertogenbosch : Van Haren Publishing, 2024.
- Summary:
- Enhance your expertise in customer experience management with our two-day certified Experience Management (XM) and Xperience Level Agreement (XLA®) Foundation courseware. Tailored for professionals, this training offers an in-depth exploration of the XM and XLA® concepts, blending theoretical insights with practical applications. Elevate your organization's customer experience with the XM and XLA® Foundation course. This two-day training, followed by a multiple-choice exam, offers a comprehensive introduction to Experience Management (XM) and Xperience Level Agreement (XLA®). Ideal for professionals like Service and Experience Managers, and Support professionals, it focuses on improving end-user experience and business impact using XM and XLA® methods. The course covers the fundamentals of XM and XLA, practical implementation skills, and includes both theoretical lessons and group assignments. Successful completion awards an XM and XLA® Foundation certificate, affirming your proficiency in these crucial business strategies. Participants of this course will: Deepen their understanding of improving customer experiences.Explore the significance of XM and XLA in business.Develop practical skills to apply XM and XLA frameworks effectively.
- Contents:
- Intro
- Self-Reflection
- Timetable
- Introduction
- What are Experience Management and XLA?
- Why are Experience Management and XLA important?
- XLA value drivers
- The Experience Management Journey
- The 5 D's
- Define
- Scope
- Commitments
- Discover
- Experience
- Collaboration
- Business impact
- Dream
- Ambition per organization
- Ambition per service
- Gap analysis
- Roadmap
- Design
- Method
- XLA
- Experience Management Office (XMO)
- Deliver
- Taskforce
- Governance
- Tooling
- Reporting
- Closing
- Case.
- Notes:
- Description based on publisher supplied metadata and other sources.
- Other Format:
- Print version: Institute, X. L. S. Experience Management and XLA® Foundation Courseware
- ISBN:
- 9789401811415
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