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November 16-20, 2025
Disney's Coronado Springs ResortOrlando, FL

2024 Schedule

Session 301: An Evolutionary Approach to Revolutionizing Experience Management

Neil Keating  (Chief Experience Officer, Experience Collab)

Location: Grand Caribbean 4/5

Date: Wednesday, November 20

Time: 3:45 pm - 4:45 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

This presentation will look at Experience Management and XLAs and help the attendee gain knowledge of how they can revolutionize what they are currently doing but in a step by step and methodical way - over time.

The attendees will gain:

1. Knowledge of what experience is
2. An understanding of how it can be measured
3. An appreciation of why it is important and revolutionary
4. A step by step approach to delivering it over time

The presentation will show a framework and journey that can be followed to allow organizations to understand how employees feel and why they feel that way enabling them to improve experience.

Takeaway

Key takeways will include:

1. Definition of Experience Management and XLAs
2. The Arts and Sciences behind Expereince Management and XLAs
3. A framework for measuring experience
4. A framework for a step by step journey they can take to implement experience measures and XLAs