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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.

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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
    • 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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