Experience Level Agreements (XLAs) are the foundation of a fresh and optimistic approach to managing the business of technology. Once you have XLAs designed, it’s time to get them into an operation and to have people responsible to measure, track, understand, investigate, improve, update and action the experience findings that result from those XLA measures. The Experience Management Office (XMO) is one practical solution to do that.
This three-day course takes learners through the XMO concepts, then explores an XMO’s 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.
This course enables learners to understand many of the practical realities of creating and running an XMO. Engage with skilled and expert instructors to learn the how some of the more advanced Art & Science of Experience concepts come into play to provide business benefits. Among these topics are the science of survey questionnaire construction, survey methodologies, the basics of survey responses statistical validation, and the art of interpreting and subsequently investigating root causes of experience issue findings. While advanced, the XMO Art & Science of Experience concepts are presented in an uncomplicated, straight forward, and easy to understand manner.
The course includes group discussions, participant examples of experience challenges they are facing, and exercises using XMO example operational scenarios simulations to make the course as meaningful as possible. The course concludes with an exciting capstone exercise simulating a 9-month XMO operation in which a variety of “experience issues” arise, are investigated and action determined to pull together all that has been learned.