Experience Management Certification (XM)
Capability Development
Experience management Certification (XLAs)
The satisfaction derived from the experience now holds more weight than the outcome!
Fox ITSM is widely recognised as the accredited Experience Management Certification (XLAs) provider of choice to our customers around the world who are seeking certification and practical, experience based advice and guidance.
From SLAs to XLAs
When considering the experience economy and XLAs, it is essential to revisit the concept of service level agreements (SLAs) to understand their significance. An SLA serves as a contractual agreement between a service provider and customer, outlining the expected outcomes of a particular service. Typically, three fundamental criteria are used to create an SLA:
- Key Performance Indicators (KPIs): These indicators set specific metrics to measure the success of the service.
- Measurement of KPIs: The means to evaluate whether the KPIs are achieved or not.
- Potential Penalties: In case the SLA is not adhered to, there may be penalties, although these are often associated with the service provider.
While these parameters seem logical for a contract, they may not fully capture the customer’s experience and sentiment. Often, SLA metrics are met, yet the customer’s perception of the service is negative. This is known as the “Watermelon Effect,” where externally everything appears green, but internally, there are underlying issues (represented by red). These unanticipated negative aspects can lead to dissatisfaction among employees or customers and may even result in losing business to competitors, without the service provider identifying the reasons until it’s too late.
Two major problems with SLAs emerge from this perspective:
- They are service-oriented and focus on aspects such as availability, incident response times, and recovery times, but they do not provide much insight into how well the service performed for the user.
- Most of the SLA metrics are assessed at a low level, which does not guarantee a high-quality experience for the user.
To address these challenges and create a more meaningful experience for users, it is imperative to consider a shift towards XLAs, where the focus is on delivering incomparable user experiences and aligning the service to meet the customer’s actual needs and expectations.
To ensure that we maintain our vision of being the preferred Experience Management (XLAs) company in the market, we ensure all of our consultants, facilitators, materials and examination pass rates remain at a world class standard.
Experience Management Certification and an understanding of XLAs has become a must have for today modern Professional.
Experience Management (XM) is a holistic approach that focuses on monitoring, analysing, and improving all interactions people have with a company, encompassing customer, employee, product, and brand experiences, to enhance perceptions and drive business outcomes.
Experience management (XM) is the discipline of using both experience data (X-data) and operational data (O-data) to measure and improve the four core experiences of business: customer, employee, product, and brand.
Simply put: an Experience Level Agreement (XLA) serves as a metric to identify the disparity between the current experience an organisation delivers to its employees and customers and the desired experience it aims to provide.
In recent years, XLAs have emerged as a significant trend, continually gaining momentum. Experience Collab are committed to delivering value to customers and are eager to introduce the concept of XLAs and their potential impact on organisations. By implementing XLAs effectively, an organisation can enhance its employees' productivity, foster a positive and comfortable work experience, and ultimately increase the overall profitability.
Fox ITSM is accredited with APMG International and The Experience Collab. These certifications are designed to equip organisations with the knowledge and confidence to embark on a successful experience management journey.
Through two comprehensive courses, participants will not only gain a profound understanding of the significance of experience but also learn best practices and frameworks for creating XLAs to effectively monitor and manage employee experiences.
The courses are strategically structured, building upon one another to progressively transform attendees from novices to experts in the field of experience. Throughout the training, practical exercises and engaging discussions reinforce the learning process, ensuring a thorough grasp of the concepts.
- Experience Management (XLAs) Foundation Certification
- Experience Management (XLAs) Practitioner Certification
