Pre-6: Experience Foundation | SupportWorld Live

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Pre-6: Experience Foundation

Start Dates Duration Certification Exam Included Price
Saturday 4/27 - 4/29 3 days Yes $2,199

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.

This course 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.

Who Should Attend

This class is for everyone who wants to lead experience management projects.

  • Professionals tasked with scoping an experience management project
  • Understanding how to satisfy the wants and needs of employees, suppliers, or customers in terms of desired experience.
  • Professionals who need to establish the current experience landscape to identify potential XLAs.
  • Understand the role of technology supporting an effective XLA strategy.
  • How to create a team to implement, manage and improve the XLAs
  • Essential for teams and practitioners building XLAs
  • Brings everyone along the journey together, not as a practitioner but as a supporting team.
  • The course helps attendees to enhance and extend their career possibilities. 


What Attendees Will Learn

  • 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