Introduction to XM and XLA® sign-up

This training provides you with the knowledge to improve end-user experience and drive business impact through better collaboration using XM and XLA® practices in your daily work. This training focuses on XM and XLA® and their importance in businesses. It distinguishes between SLA and XLA®, and KPI and XI. It explains the Magic Zone and the factors that create experiences. Participants learn about the Experience Economy, the Service Profit Chain, and Moonshot Thinking, and how these concepts affect businesses. This training also covers practical techniques for XM and XLA®, including value circles, value streams, and value drivers, and how they affect the XLA® framework. You will gain insight into how aligning interests contributes to a win-win relationship and how service providers and service consumers collaborate in a service ecosystem.

Duration: 4 hours

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