XLA® Institute Certification

Service Level Agreements (SLAs) often check every box: uptime, response time, recovery time. Yet customers and employees still walk away frustrated. This disconnect, known as the Watermelon Effect, happens when everything appears fine, green on the outside, but inside is red, user satisfaction is crumbling. 

This is because SLAs measure service performance, not service experience.

Learn how to design and implement Experience Level Agreements (XLAs) that go beyond operational KPIs to capture real user sentiment, elevate the service experience and position your organisation at the forefront of the Experience Economy. 

Explore our XLA® Institute Experience Management and XLA^® training options and begin shifting the focus from technical metrics to human outcomes.

Backed by the XLA Institute and TSO publications, enhancing the credibility of the educational content

With these comprehensive courses, participants learn approaches that elevate human-centric experience level agreement (XLA^®) alongside existing service level agreements (SLA), ensuring they understand the moments that matter to service users.

For this certification, participants can choose an online (virtual) or in-person classroom training option.

The duration of both the Foundation and Practitioner courses is 2 days.

Pricing options are available through our Accredited Training Organizations.