Experience Foundation

Customer Experience Accelerator Boot Camp course tagline

Since 2000, our economy has shifted from an economy based on providing and managing services to one that offers experiences that matter to people. A new generation of experience-dominant companies has emerged, like Apple, Tesla, Google, and Facebook, replacing service-dominant companies.

Experience Foundation is a first step toward building a career in this experience economy. Learn best practices for embracing experience management, articulating the value of an experience-based culture, and building an employee-focused, experience-forward organization. Walk away with a full understanding of the Experience Optimization Framework and the know-how to compose, propose, and scope an experience management project or program. Join us and start your journey toward becoming an ambassador for experience management.

This three-day course is presented in collaboration with Experience Collab and TSO, and delivered by instructors accredited by APMG. Learners who take the certification exam will earn an Experience Ambassador credential.

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Course Outline

This course is structured on the phases of the Experience Optimization Framework:

The Explore Phase

Establishing the experience landscape
Identifying experience indicators
The cat-and-mouse game of sentiment analysis

The Envision Phase

Experience ambition
The staged experience
Bridging vs. extending
The XLA architecture
Mapping XLAs to the five economic values
The metrics of experience management
Abstract laddering of employee experience

The Enable Phase

The role of technology

Configuring the building blocks of an XLA

The Experience Reference Matrix (XRM)

The Execute Phase

Communications strategy

The Experience Management Organization (XMO)

The Güngör model

The importance of dark sentiment

The Embrace Phase

The XLA ecosystem

The gravity of average performance

Experience parity

Who Should Attend

This course is for all service, support, and IT professionals who are responsible for improving the customer experience and setting measurable XLA goals for their organizations, equipping them with an approach to executing XLAs as a critical foundation of experience management.

Professionals tasked with scoping an experience management project
Professionals who need to establish the current experience landscape to identify potential XLAs
Teams and practitioners building XLAs, including:

Service and support managers and directors
Service level managers and/or directors
Customer experience managers and/or directors

What You Will Learn

This course educates students on the key concepts of XLAs, including but not limited to:

Fighting the Gravity of Average Performance
Outputs vs. Outcomes
Anticipating Customer Experience
Measuring Experience
Experience Indicators
The Experience Optimization Framework

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List Price: Varies

Course Duration: 3 Days

This is a 3-day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

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