The XLA® Institute Pocket Guide to Experience Management

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Author:

The Stationery Office (TSO)

The XLA® Institute Pocket Guide to Experience Management provides an introduction to why experience management matters and how a framework can be implemented by service providers. By reading this official guide from the XLA Institute, you will improve customer and client engagement. The experience management framework will show you how to have greater business impact by driving and improving collaboration with consumers and service providers.

Organisations will benefit from using the XLA Institute framework by:

• improving employing happiness

• improving employee productivity

• increasing customer loyalty

• having stronger employee retention

• and ultimately, increasing profitability and competitive advantage.

This handy pocket-sized 101pp guide is a brilliant way to introduce yourself and your teams to Experience Management - so if you work as a service provider within IT, HR and Finance this is an essential first step.

Reading the official XLA® Institute Pocket Guide you will be able to understand:

• What experience is

• Why experience management matters

• How to measure experience

• The experience management framework

• The experience journey

• How to implement and manage customer and employee experience

Additionally, the guide supports your journey to becoming certified in, XLA and Experience Management (https://apmg-international.com/product/experience-collab-certification-and-training). The XLA Certifications build on and validate your expertise as an Experience driven professional. TSO are working in collaboration with APMG International and XLA Institute to share knowledge and empower the Experience Economy.

Extent	101 Pages	ISBN	9780117094765
Size	180mm x 120mm	Price	£12.99
Format	Print	Published	04 Jun 2025
Availability	In Stock: 1 - 2 days	Delivery	Delivery options and charges