A support journey with a passing SLA and a frustrated user population can both be true at the same time. This course teaches customer experience analysts, service desk analysts, and CX coordinators to find where that gap actually lives — not just report on satisfaction scores after the fact.

You'll map a customer service journey to identify its 'moments that matter' — the points where A support journey with a passing SLA and a frustrated user population can both be true at the same time. This course teaches customer experience analysts, service desk analysts, and CX coordinators to find where that gap actually lives — not just report on satisfaction scores after the fact. You'll map a customer service journey to identify its 'moments that matter' — the points where functional friction and emotional weight overlap — and list the sentiment metrics worth carrying into an XLA draft. You'll construct an XLA scorecard that translates raw ticket data into experience-outcome metrics like customer effort score and productivity recovered, specific enough that a teammate can audit it back to the source data. And you'll compare SLA and XLA reports for the same journey to find the cases where a passing SLA is hiding a failing experience, turning that gap into prioritized recommendations a skeptical operations leader will actually act on. Through a realistic VPN-access support journey used across all three modules, a scorecard-building activity, and a capstone presentation to an operations director, you'll build skills you can apply to your own team's journeys and metrics immediately. Designed for customer service roles (CB2). Beginner (Foundation) level; no prior ITIL certification required. By the end of this course, you will be able to: - Map a customer service journey to identify high-impact 'moments that matter' and associated sentiment metrics for XLA development - Construct an XLA scorecard that translates operational activities into user-experience outcome metrics such as productivity recovered and customer effort score - Evaluate the differences between existing SLA metrics and proposed XLA metrics to prioritize service improvement actions No prior ITIL certification required. This course assumes comfort working with support-ticket data and basic spreadsheet skills (formulas, simple charts), and is written for CB2 Skilled Professionals in Customer Service — customer experience analysts, service desk analysts, and CX/voice-of-customer coordinators who own their own journey-mapping and metrics work day to day and contribute findings to their team and to leadership, rather than managing a CX program themselves. Access to the provided moments-that-matter journey map template, XLA scorecard builder template, and SLA-vs-XLA gap analysis worksheet is needed for the applied activities.