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.
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 course educates students on the key concepts of XLAs, including but not limited to:
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.
This course is structured on the phases of the Experience Optimization Framework:
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.
View the Virtual Classroom FAQs
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
Location: Virtual Classroom Training HDI will send course access information in a separate email HDI, , Virtual Classroom
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.
Date: 6/7 - 6/9/11
Location: Los Angeles Airport Marriott Hotel 5855 West Century Blvd. Los Angeles, CA 90045