The Essential Introduction to Experience Management

  • 1h 3m
  • Experience Collab
  • The Stationery Office
  • 2024

From Experience Collab, the experience experts, this definitive guide provides an overview of experience management.

Key features:

It introduces and walks you through the Experience Management Framework as an overarching framework on how experience can be managed. It describes the six phases of the Experience Optimization Framework, as a process by which you can grow awareness of experience within an organization.

This publication perfectly accompanies the Experience Collab certified training courses. The training courses are accredited through APMG and are as follows:

Experience Essentials

The starting point for all organizations new to employee experience, our Essentials certification will outline the what of experience and spark that lightbulb moment. This course will cover essential learning points such as:

  • what employee experience is
  • why it is so important for our current world
  • the mapping and links between traditional SLAs and evolutionary XLAs.

Experience Foundation

For those wishing to build upon the what and why of Experience Essentials, we now take you on an experience journey and begin to build the how of experience management. This course will cover essential learning points such as:

  • the experience optimization framework
  • he journey that this framework will take you on
  • why the framework is iterative in design - what matters most is the journey.

Experience Practitioner

The third and final course, Experience Practitioner takes attendees beyond the foundation and gives them the knowledge and practical experience necessary to implement experience management measures in their organization. This course will cover essential learning points such as:

  • the processes and roles required to make experience management a reality
  • hands-on experience with the kind of tools used to measure experience
  • comprehensive understanding of how to obtain, measure and and manage experience data

In this Book

  • Foreword
  • What is Experience?
  • Why Does Experience Matter?
  • How To Measure Experience
  • Experience Management Framework
  • Data Types
  • XLA Types/Maturity
  • The XLA Stack™
  • The Experience Journey
  • Implementing and Managing Experience
  • Closing Notes
  • Courseware and Certification
  • Glossary
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