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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Pre-8: XLA Foundation

Rae Ann Bruno  (President, Business Solutions Training, Inc.)

Location: Vista Ballroom 201

Date: Tuesday, May 17

Time: 8:30 am - 3:30 pm

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only - Get your pass now!

Session Type: Pre-Conference Training

Vault Recording: TBD

Audience Level: Intermediate

In the 1900s, world economies started to focus on manufacturing. Factories, raw materials, mass production became dominant. In the 1980s, the world moved to a services economy. Many dominant companies in the manufacturing economy, like steel, coal, automobiles, and transportation, took a back seat as financial, legal, and IT services became dominant.

We are once again in transition. Since 2000, our economy has been shifting from an economy based on providing and managing services to one that offers experiences that matter to people. A new generation of dominant companies has emerged, like Apple, Tesla, Google, Facebook replacing the earlier dominant services companies.

The XLA Foundation course is a certified practitioner course that enables attendees to set up and plan an XLA project. It explains the history of XLAs and why they are essential building blocks for experience management. Attendees will learn to compose and propose an experience management project/program, and they will be familiarized with the Experience Optimization Framework and the scope of each program phase. Join us and take this first step to becoming a recognized authority in experience management!