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Online Masterclass – XLA Implementation and the XMO
As organisations shift from traditional KPIs to Experience Level Agreements (XLAs), one thing is becoming clear: measuring experience is only half the story. Without the right structure to act on those insights, even the best XLAs fall flat. That’s where the Experience Management Office (XMO) comes in.
This hands on practical masterclass enables organisations to successfully measure and manage their XLAs including, when is happy, understanding sentiment, matching X-Data, O-Data and T-Data together, building dashboards and what skills and competencies are required in an XMO and on how to manage experience and XLAs. In this class we assume that XLAs have been/are soon to be designed and so focuses on the requirements to successfully implement, manage and govern experience through an XMO.
Facilitated by Neil Keating who has been pioneering the pathway for improved employee experience for many years. Neil has worked in IT Services both internally and externally all his career and, having worked on creating multiple outsourcing contracts, is an expert in designing and managing IT Services to meet organisations changing experience needs. For the last 8 years Neil has been speaking at events globally helping organisations move from SLAs to XLAs and has helped create accredited Experience courses covering both the Art and the Science of employee experience.
What are the key benefits of attending?
- Learn what an XMO is and what it does
- Understand the skills and competencies required to gain actionable insights and improve experience and outcomes
- Know the difference between good enough and happy
- Realise the importance of a good experience management platform
- Learn how to match, read and act upon experience data
Target Audience
This event is aimed at the Beginner/Intermediate level and is ideal for anyone involved in managing or improving experience within their organisations. No prior experience with XLAs is required, but it’s especially valuable for those who are already building or managing them. Typical roles include:
- Leadership & Strategy Teams
- Experience/XMO Managers and Professionals
- Service Management Professionals
- Digital Experience Leaders
- Technical Operations Teams
- Front-line & Support Staff (Service Desk, EUC, Technical Support)
What will it involve?
In this interactive session, you’ll discover:
- What an XMO is—and why it’s essential
- The core skills and competencies needed to manage and improve experience
- How to interpret human sentiment—from unacceptable to “happy”
- How to extract experience insights from operational and technical data
- Why an XMO platform is critical to bring all your measures together
- How to turn experience data into action by asking: “So What?” and “What Now?”
Delivery Platform
This online Masterclass will be delivered using the Teams platform.
PeopleCert ITIL CPD Points
itSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.
How much does it cost?
Places are available to itSMF UK members for £295.00 + VAT.
Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels, benefits and costs please click here.
Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
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