1. XPP Training!

2. What is XPP?
• Exchange Policies and Procedures
• Created by AI in Mexico in 2011
• Replaced IXPQS
• International Exchange Policies and Quality Standards
• Get it on myaiesec.net
• Search for “XPP” under Files

3. Why is it important?
• Standardizes the exchange program
internationally
• Contains all the legal information regarding
exchange including rights and responsibilities
of EPs, TN organizations, hosting LCs, and
sending LCs
• Contains ALL information regarding OGX and
ICX policies and procedures

4. What is in it?
1. Definitions
2. General Policies
3. Selection Policies
4. Matching Policies
5. Acceptance Policies
6. Post-Match Policies
7. Preparation Policies
8. Integration and Reception Policies
9. Re-Integration Policies
10. Complaint Procedure Policies

5. What you need to Know:
• EVERYTHING!!!!!!
• Please read it!
• It is a very useful document. You MUST be aware of:
• Your own responsibilities as sending LC
• EP responsibilities
• Hosting LC responsibilities

6. 1. Definitions
• What is a TN
• What is an EP
• And other stuff

7. 2. General Policies
• Who is eligible for an AIESEC TN?
• Where and for how long is he/she eligible to
go?
• Basic responsibilities of LC, EP, and TN
organization
• What AIESEC is not liable for
• EPs are responsible for knowing the info in
XPP too!

8. 3. Selection Policies
• Sending LC must properly inform EP about
selection and educate them on basic AIESEC
knowledge
• LC is responsible for making sure EP meets all
selection requirements:
• Pass a review board (i.e. interview)
• Providing required documents
• Passing language test
• Pay fees
• Attend preparation sessions

9. 4. Matching Policies
• Sending LC must:
• Provide EP manager + access to database to EP
• Provide support and training with my@.net and with
the matching process
• EP/EP Manager should
• Not contact TN organization directly
• Communicate constantly with sending LC about
matching status

10. 5. Acceptance Policies
• Can officially accept a TN via an acceptance
note my@.net or sending AN to the TN
manager by email
• Acceptance is valid for 10 days; if EP rejects
the TN after being accepted he/she is no
longer allowed to search for TNs with AIESEC
• Match is official when both parties
sign/exchange ANs

11. 6. Post-Match Policies
• This is the longest and most important section
• If you don’t read the other sections of XPP,
READ this one!!!
• Various circumstances are listed that may
happen to EPs along with policies regarding
the situations

12. Post-Match Policies
• EPs should receive all necessary documents for
visa/work permit within 2 weeks of acceptance and all
costs connected with these supplementary documents
should be paid by hosting LC
• Intern is responsible for applying for visa within 2
weeks of having received documents from host LC
• Intern is responsible for paying for own passport, visa
• All of this hold unless both EP and host LC agree
otherwise

13. When does an Intern have a right to
break a match?
• EP hasn’t received necessary documentation within 2
weeks from host LC
• 3rd party (govt office) delays visa application process
• EP has family emergency
• EP doesn’t have valid working/living permit upon arrival
• EP becomes dangerously ill
• Dangerous situation in-country (war, natural disasters etc)
• EP is discriminated against or sexually harassed
• Intern doesn’t received pay for 2 consecutive months

14. Most importantly, when…
• Internship job description is completely
different to the description on the TN form on
my@.net and the EP did not agree to it
• Basic work conditions or any main benefit
listed on TN form are not met for 1 month and
EP did not agree to it
• EP needs to try to resolve this first, then bring to
ICB
• Host LC should provide a new TN
• If one cannot be found or immigration doesn’t allow EP
to stay in the country, EP has the right to have full travel
expenses paid

15. When does TN organization have the
right to break the match?
• EP falsified information
• EP is breaking laws/rules
• Country labor laws
• See XPP for additional technical policies

16. 7. Preparation Policies

17. 8. Integration & Reception Policies
• Mainly ICX-related, however OGX should be
aware of it too so that know know whether
their EPs are receiving the correct services &
assistance
• Lists minimum:
– General Services
– Logistical Services
– Work Orientation Services
– Integration Services

18. 9. Re-Integration Policies
• Sending LC must inform EP of existing
reintegration opportunities
• Debrief the experience and/or share with other
members of the LC
• Integrate into sending LC activities (if applicable)
• Information about reverse culture shock
• Information on how to use one’s exchange
experience in professional jobs/future

19. 10. Complaint Procedures
• Step 1: Internal – EP tries to resolve issue with
hosting LC and TN organization
• Step 2: Local – EP contacts sending LC about
the problem and tries to resolve problem
again
• Step 3: National – contact sending MC and
MCs try to resolve the problem
• Step 4: International – Internal Control Board

20. Towards a Customer Centric
Ogranization

21. What it means by being customer-
centric?

22. How customer-centric is different
from customer-focused?

23. Do you want me to
open the door for you?
You prefer Man of
Steel or 500 days of
Summer?
This is... customer-focused.

24. I know she wants me to
open the door for her and
give her a goodbye kiss on
the forehead.
I know she doesn't like
action movies. She has
the novel 500 days of
summer at home.
This is... customer-centric.

25. Customer-centric is all about
• Putting yourself in customer's shoes
• Create positive experiences for them

26. We need to provide better customer experience because…

27. …because market leaders do!

28. If we want to grow 200% in
ELD, we NEED to increase our
Customer Loyalty!

29. Customer
Behaviour
Purchase - Refer
Organizational
Long term results
Macro - LevelMicro - Level

30. Micro - Level

31. …because the purpose of this organisation
is to develop leadership.
We have to know what kind of leadership we provide
and how we can improve it!

32. …because 2015 means that we have to
provide quality experiences.
# of GIP
Experiences
# of GCDP
Experiences
# of TLP
Experiences
# of TMP
Experiences
Quality of our Experiences

33. To our EPs

34. Why EPs
• “The best thing about
exchange is to explore your
abilities as in personal as in
professional way and its all
connected with culture,
practise, according LC, other
trainees, local people and
overall your attitude. As
more you will try to do your
best, as more you will get...“
Zane Vilnīte. Latvian,
Intern in The Netherlands
- GIP

35. • “My experience in Cluj-Napoca
was fantastic. More than
causing a positive impact in the
Romanian society was to know
how important is to develop
empathy with a culturally
different people . You are only
able to understand a different
culture when you experience
and live it yourself.”
Matheus Mello.
Brazilian, Intern
in Romania -
GCDP

36. So…
How to deliver Customer Centric?

37. Customer experience
management is neither a
strategic initiative nor a
necessary MUST DO of this
organisation…..

38. It should be the habit of 86,000
members who want to leverage
youth’s potential for a better world!

39. What is Quality?

40. Measuring “Quality” with a single
indicator is over-simplifying
Lead to a narrowed perspective of
Customer Loyalty

41. MoS/
KRI
KPI
KPIKPI

42. Net
Promoter
Score
Cases Closed / Cases Open
% of PromotersResponse Rate

43. Our ability to respond rapidly and effectively to
customers in need.
Net
Promoter
Score
Cases Closed / Cases Open
How “engaged” are our
customers with AIESEC?
Response Rate
How good are we at
creating powerful
experiences?
% of Promoters

44. Definition
• Customer Experience Management (CEM)
Managing the interaction of an organization with its
customers at every single possible touch point.
• Customer Centric Behaviour
- Generally, it refers to the behavior of the organization
(employee, policy, system, operations etc.) which always
emphasize on customers’ perspective on the business.
- Constantly seek to understand customers’ need, to
innovate products and services.

45. • Net Promoter Score
A number indicates the loyalty of customers. It
can refers to loyalty towards the org (eg AIESEC),
or a particular product/service (GCDP/ GIP/ TLP/
TMP)
NPS = % Promoter - % Detractor
• Customer Gauge (CG)
CG is one of the NPS management system used to
manage the customer experience for AIESEC
globally.
- Each entity (LC, MC) is assigned with log in,
accessible from LCPs.

46. Types of Customers
Promoter: Customers likely to recommend their experience with
the organization
Passive: Likely not to either recommend or comment bad about
their experience
Detractor: Not likely to recommend their experience

47. Types of Survey
GCDP Matched: EP Matched to TN
GCDP Realized: Upon EP Arrival in hosting entity
GCDP Completed: EP ends their internship
Myaiesec.net & CG will send out survey to EP
Note: Concept of Co-delivery
OGX as the final responsible to EP response in CG
Good quality only happens with both quality ICX
and OGX processes (all 3 surveys)

48. Types of Customers’ Feedback Status
• Open: EP Indicates need of assistance from
AIESEC in the survey.
Perhaps a complaint is raised.
• Progress: AIESEC is in contact with the EP,
and/or sending or hosting entity to resolve EP
concerns.
• Closed: EP concerns are solved

49. Others
• Response Rate
% of EP responded to the customers’ survey
aiesec.net and CG send emails to EP
myaiesec.net log in email

50. Customer Experience Management
(CEM)
Translating Customer
Feedback in Operations!

51. Our CEM
Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations

52. Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
• To provide more and better experiences
• Measure of Success: Net Promoter Score
• Key Performance Indicators:
• % promoters
• Response rate
• Cases closed / Cases Open
Leadership we need
• Long term thinking
• Action driven
• Customer oriented

53. Why? Design Data
Collection
Analysis /
Reporting
Actions /
Operations
• Surveys based on
(a) EP Flow: surveys for GIP/GCDP are sent on 3 touch
points: Matched, Realized, Completed
(b) TMP/TLP: Surveys are sent every 6 months per person
• Each survey evaluates the programme definition
(according to value propositions).

54. Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
• Extracting Customers’ Data from CG

55. Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
• Identify Key Promoter & Detractor Issues
 Identify Processes & strategies to improve the ELD
products
• Reporting (different per level)
• Internally
• Externally
• Programme Participants

56. Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
• Clear action plans based on the CG data
- programme, process innovation
• Defined HR structure
There are members in the organization who will in
charge of the customer strategies.
• Incentive systems to encourage continuous customer
centric strategies

57. Action!

58. Detractor Issues

59. • Cross-cultural
understanding &
awareness
 AIESEC’
support
during the
experience
 Opportunity to
create positive
societal impact
 Personal
development

60. + and – has the same sub-issues
What means AIESEC’ support during the experience
• Support by host entity during the experience
• Support by home entity during the experience
What means Cross-cultural understanding &
awareness
• Living diverse cultures and having a multi-
cultural experience
• Awareness about local culture
• Cross-cultural working experience

61. What means Personal Development
• Personal development plan
• Personal goal setting
What means Opportunity to create positive
societal impact
• Visible impact of the project/organization
• Visible impact of the Job Description

62. Group session
Brainstorm the actions to improve the detractor
issues above.

63. But why is it too difficult to do it?

64. "For the things we have to learn
before we can do them, we learn
by doing them„ (Aristotle)
Remember, we are all in ELD
phase! „E” means, experiential!

65. Even if we know, if we do it,
there is something missing!
Change will never led by
documents, booklets, wiki,
this session…

66. Closing
Customer experience
management does not depend on
which pilot you are in. It only
depends your commitment and
stand!