Experience Management (XM) and IT Service Management

PINKMASTERCLASS SERIES

PinkMasterClass is a series of live, virtual ½-day workshops where you can learn from the world’s very best ‘master’ consultants and trainers on many different and specific subjects related to IT service management, process management, artificial intelligence (AI), organizational change management, business relationship management, and many more.

No need to leave your work duties for long multi-day courses. If you are not interested in, or don’t need certifications, these ½-day workshops are ideal for you. And the great news is that you can still learn from Pink’s very talented faculty – the most respected and experienced authorities in the industry.

We are also very proud that many PinkMasterClass subjects are unique to the industry and not taught by any other training organization.

Not only can YOU benefit from these ½-day workshops, but we can also present any of these to your entire team – contact info@pinkelephant.com for options or use the Chat feature by clicking on the pink circle in the bottom right of this page.

There are many PinkMasterClass workshops to choose from. For a complete list view the schedule-at-a-glance

WORKSHOP OVERVIEW

Matthew’s three-hour masterclass looks at the recent trend in IT service management that involves the addition of experience management (XM) and XLAs. 

It is an understatement to say that today we work in a very rapidly evolving business landscape where delivering exceptional experiences to customers, employees, and partners is no longer a luxury but a necessity for sustainable success. Matthew offers an insightful look at experience management, where he will delve into the requirements, strategies, practices, and approaches for managing and optimizing experiences in your organization. 

His presentation includes:

• A description of the significance of experience management
• Real-world examples of organizations that have leveraged XM for growth and to secure customer loyalty
• An explanation of the foundational principles of customer experience (CX), employee experience (EX), and partner experience (PX)
• An overview of how to collect, analyze, and interpret data to gain actionable insights
• The latest tools and techniques for measuring and improving experiences, including the purpose of the experience level agreement (XLA)
• Examples of effective strategies for implementing XM initiatives within your organization
• Best practices for creating a culture that prioritizes and champions experience management
• Actionable takeaways and next steps to kick-start or improve your own XM journey

With close to 30 years of industry experience, Matthew is one of the world’s most senior and knowledgeable ITSM authorities. He is a senior trainer and consultant who has assisted numerous organizations with implementation projects. As an IT practitioner and senior IT leader, he has also been responsible for service level and experience management with employees, partners, and end users/customers. Not only will you learn from Matthew’s very deep pockets of experience, but you will also gain insights into an exciting new certification course that will be introduced by Pink Elephant in 2025.

COURSE E-MATERIALS

Material for this course will only be provided as downloadable soft-copy files that can be viewed on a variety of devices. Participants may print a hard copy of the files in whatever format best meets their needs and can only use the files under the Pink Elephant Terms of Use .

MULTIPLE OPTIONS FOR HOW YOU CAN ATTEND THIS COURSE

If you would like more information on any of these options below, please call us at 1-888-273-PINK, email us at info@pinkelephant.com, or ask your questions via our convenient Chat window at the bottom-right corner of this page.