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HDI Service & Support World
April 25-29, 2027
Caesars PalaceLas Vegas, NV
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Experience Management and XLA® Foundation

Deliver Experiences Your Customers and Employees will Remember

The Experience Management and XLA® Foundation course introduces the principles of experience management and Experience Level Agreements (XLAs®), helping IT leaders move beyond traditional service metrics to measure what matters most. Learn practical strategies for improving employee and customer experiences, aligning IT services with business outcomes, and creating meaningful value across your organization.

  • ⏱️ 3 Days

  • 📅 April 25-27, 2027

  • 🏅 Certification Included

  • 💲$2,199

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Key Takeaways from the Experience Management and XLA® Foundation Course

  • Understand the principles of experience management and why experiences matter in modern IT service delivery.

  • Learn how Experience Level Agreements (XLAs®) complement traditional service level metrics by measuring human outcomes.

  • Discover practical techniques for designing, measuring, and improving employee and customer experiences.

  • Explore how experience data supports better decision-making and continuous service improvement.

  • Build a foundation for leading experience-focused initiatives across your organization.

Who Should Attend

  • IT leaders, service managers, and support professionals responsible for improving service quality and customer experience.

  • Professionals interested in experience management, Experience Level Agreements (XLAs®), and modern service management practices.

  • Anyone looking to better understand how employee and customer experiences influence business outcomes.

Course Includes

Instruction, and online certification exam.

Build the Skills to Create Exceptional Service Experiences

Explore

  • Establishing the experience landscape
  • Q.S.T.A.C
  • Identifying experience indicators
  • The cat-and-mouse of sentiment analysis

Envision

  • Experience ambition
  • The staged experience
  • Bridging versus extending as a strategy
  • The XLA architecture
  • Mapping XLAs to the five economic values
  • The metrics of experience management compared to service management
  • Abstract laddering of employee experience

Enable

  • The role of technology
  • Configuring the building blocks of an XLA
  • The XRM (Experience Reference Matrix)

Execute

  • Communications strategy
  • The XMO (Experience Management Organization)
  • The Güngör model for XLA versus SLA comparison
  • The importance of dark sentiment

Embrace

  • The XLA ecosystem
  • The gravity to average performance
  • Experience parity
Passes & Pricing