Experience Essentials

This course covers the following concepts:

• Understanding the experience economy
• The experience landscape and Experience Now
• The balanced assessment of reality
• The five economic values that drive XLAs
• The experience dashboard and the meaning of watermelon, kiwi, and reverse watermelon
• The relationship between service and experience management
• What XLAs are and how they're built
• How XLAs and SLAs differ
• The Experience Optimization Framework
• The distinction between the art and science of experience
• And much more!

This class is for everyone who wants to improve customer, supplier, and employee experience. It's an awareness class for those who need to understand what experience management is and why it is necessary; it's the first step for people who wish to be quartermasters of experience management in their organizations. In other words, it's for anyone who helps organizations implement experience management.

Participants will learn the key concepts of experience management, including:

• What experience is
• Why experience matters
• How to transition from a service economy to anexperience economy 
• What KPIs, SLAs, and XLAs are and how they differ

List Price: Varies

Course Duration: 1 Day

This is a 1-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.