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Experience Foundation

Certification

The HDI Experience Foundation certification, delivered in collaboration with Experience Collab and TSO by APMG-accredited instructors, provides essential skills to enhance customer experiences. This three-day course focuses on experience management, aligning customer needs with business goals, and driving service excellence.

Upon passing the certification exam, learners earn the Experience Ambassador credential, demonstrating their ability to deliver exceptional customer journeys and contribute to organizational success.

 

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Training

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.

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

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

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

    • Virtual Classroom

    Calendar Price: $1,999

    These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software, students interact with the instructor without ever leaving their desk.

    • Minimize the impact on your daily schedule by only training eight hours a day for three days.
    • Learn only what you need to with targeted, topic-specific courses.
    • Ask questions and interact with the instructor.

    View the Virtual Classroom FAQs

    Private Group Training

    Request Info

    HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

    • Control class size and pick training dates that accommodate your business schedule.
    • Focus on your organization’s key issues and pain points.
    • Save money. With groups of eight or more, this option is often more cost effective.
    • To learn more about this program, contact an account manager or call 1.800.248.5667.
    Mar 24, 2025 - Mar 26, 2025
    HDI, Virtual Classroom     		Experience Foundation On or before Jan 27, 2025 :
    Price: $1,899.00

    After Jan 27, 2025 :
    Price: $1,999.00     		More Info Add to Cart
    Apr 30, 2025 - May 02, 2025
    HDI, Virtual Classroom     		Experience Foundation On or before Mar 05, 2025 :
    Price: $1,899.00

    After Mar 05, 2025 :
    Price: $1,999.00     		More Info Add to Cart
    Jun 25, 2025 - Jun 27, 2025
    HDI, Virtual Classroom     		Experience Foundation On or before Apr 30, 2025 :
    Price: $1,899.00

    After Apr 30, 2025 :
    Price: $1,999.00     		More Info Add to Cart
    Sep 29, 2025 - Oct 01, 2025
    HDI, Virtual Classroom     		Experience Foundation On or before Aug 04, 2025 :
    Price: $1,899.00

    After Aug 04, 2025 :
    Price: $1,999.00     		More Info Add to Cart
    Dec 09, 2025 - Dec 11, 2025
    HDI, Virtual Classroom     		Experience Foundation On or before Oct 14, 2025 :
    Price: $1,899.00

    After Oct 14, 2025 :
    Price: $1,999.00     		More Info Add to Cart
     

    HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your or find an to discuss your needs.


    Certification Exam

    Exam included with public, virtual, or onsite courses. All XLA Foundation exams are administered through APMG International.

    Examination Format

    All students taking an Experience Foundation class will be provided with an exam voucher for an online proctored exam with APMG International. Exams consist of 40 questions to be answered in 45 minutes. Twenty questions must be answered correctly in order to become certified.

    HDI Support Center Analyst

    Date: 6/7 - 6/9/11

    Location: Los Angeles Airport Marriott Hotel
    5855 West Century Blvd.
    Los Angeles, CA 90045

    Full Course Description
    ITIL Accredited Training Organization
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