This foundational class introduces organizations to Experience Management through hands-on, immersive learning. This training covers the Experience Management Journey, the complete approach to measuring experience for an organisation.

Cost: £1,295, includes exam

XM & XLA® Foundation

Transform your Business into an Experience Focused one by attending the worlds only XLA Foundation class from the XLA Institute

  • Become an employee-focused organisation
  • Embrace and embed the experience framework
  • Understand the value of an experience-based workplace culture
  • Cement understanding of enterprise experience with hands-on activities

"This course was exactly as described by others who attended before me. It's delivered in a really great and understandable way that has allowed us to immediately take so much additional knowledge back to the business. Practicing each element was also really beneficial to cement that knowledge"

Embed the Experience Management Journey and Transform your Business

Building foundations

The XM & XLA® Foundation course is a dynamic, 2‑day learning experience designed to introduce the best practices for adopting Experience Level Agreements (XLAs) and transforming your organisation into an experience‑focused one.

As the essential starting point for organisations beginning their Experience Management journey, this immersive class guides you through every stage of the Experience Management Journey Framework, giving you a clear understanding of how to enhance and evolve experience across your business.

Led by expert instructors, you will explore the Art & Science of Experience and discover how XLAs are redefining the way technology and services are designed, delivered, and measured.

Learn the Experience Framework

Throughout the course, you will gain a deep understanding of the core stages of the Experience Framework:

  1. Enlighten your organisation on the value of experience and build shared understanding of why it matters.
  2. Explore your existing experience measures and assess your current experience landscape.
  3. Envision future possibilities by identifying patterns, opportunities, and pathways for improvement.
  4. Enable your strategy using meaningful insights and business intelligence to interpret experience ambitions and performance gaps.
  5. Execute effective initiatives that improve, innovate, and strengthen your organisation’s experience outcomes.
  6. Embrace experience as an ongoing commitment to delivering meaningful impact for employees, customers, and all stakeholders.

Practice Knowledge Gained

This course is built for action. Participants engage in hands‑on exercises, practical workshops, and real‑world case studies to deepen understanding and bring XLAs to life.

These activities help you:

  • Apply each stage of the framework in practical scenarios
  • Strengthen your confidence in designing and interpreting experience measures
  • Identify clear, actionable steps to move your organisation forward on its experience journey

By the end of the course, you’ll leave equipped with the knowledge, tools, and momentum to drive meaningful experience transformation.

Prerequisites

There are no prerequisites for XM & XLA® Foundation.

Duration

Two days, with times for each typically running from 09:30 - 16:00.

Cost

A fixed price of £1,295, applicable in both GBP and Euros.

Who will be your fellow participants?

This course attracts experience‑focused leaders and practitioners from IT, HR, Central Operations and Customer Experience who are committed to transforming how their organisation delivers and measures enterprise experience.

Certification

This course is fully certified by APMG and Van Haren accreditation.

Upcoming XM & XLA® Foundation Classes

5 events found.

  • June 2026

  • August 2026

  • September 2026

  • October 2026

  • November 2026

XM & XLA® Foundation FAQs

Is this course for me?

This class is for all professionals and organisations struggling to improve their customer/employee experience by augmenting traditional Service Level Agreements (SLAs) with XLAs. The course provides an overview of the journey that is required to design and implement the right experience measures and how to manage and operate them once they are live.

How long does the course take?

Our XM & XLA® Foundation course is 3 days long, with times for each day running from 09:30 - 16:30, UK time.

Where does the course take place?

All of our courses can run both online and in person (at your location or ours). Unless it is specifically stated, expect the course to be run online. Should you book a place, we will send you a booking acknowledgement and then joining instructions will be sent to you close to the event date.

Is prior knowledge required?

Our 1-day XM & XLA® Introduction course is recommended to be taken prior to XM & XLA® Foundation, but not required.