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Online Masterclass – Implementing XLAs

13 June, 9:30 am - 4:00 pm


You have heard of experience level agreements (XLAs) and want to implement them but where do you start? Your organisation is different from others so how do you design the right XLAs for your business?

Facilitated by Neil Keating, XLA Master and Chief Experience Officer at Bright Horse, this masterclass follows on from the ‘Introduction to XLAs‘ and ‘Designing the Right XLAs masterclasses and is a hands-on practical event designed to help you understand the right experience measures for your business and how you can follow a 9-step approach to build your experience level agreements.

Target Audience

This event is aimed at the Beginner/Intermediate level.

What this masterclass will cover:

  • XLA Recap
  • The  need for an Experience Management Office (XMO)
  • XMO v SMO
  • XMO Mission and Scope
  • XMO Processes
  • XMO Skills and Competencies
    1. Art and Science of Sentiment
    2. Sampling and Statistics
    3. When is happy? Experience Interpretation
  • XLAs in contracts
  • XMO Design and Build

If the responsibility for building the right XLAs or experience measures sits with you or members of your team or you want practical guidance in how to build them, then this is the right masterclass for you.

Please note: Attendance of the Introduction to XLAs and Designing the right XLAs events are a mandatory pre-requisite.


Delivery Platform

This online Masterclass will be delivered using the Zoom platform and you can test your compatibility with Zoom here.

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.
online remote


13 June
9:30 am - 4:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website