Live Stream to YouTube and LinkedIn
Why is Experience Level Management so Important?
If you are interested in delivering better services and creating the best experience possible, this is an episode you don’t want to miss.
We take a deeper look at what an XLA (Experience Level Agreement) is and how it can help organisations deliver better services as well as why delivering world class services is part art and part science.
The XLA enables organizations to deliver an experience that changes and evolves over time. XLAs are dynamic. Unlike SLAs (Service Level Agreements), Experience Level Agreements use XI’s (Experience Indicators) to measure reactions to outcomes rather than steps in a process.
By doing so, businesses are able to understand which experience matters and make significant improvements to their process.
An Experience Level Agreement (XLA) is a commitment to creating a defined experience, using experience indicators (XIs).
The XLA is the promise to deliver experiences that matter to the business, to your employees, to your customers and it should deliver a positive business impact.
It should be supported by both operational and sentiment data in an empirical fashion and should result in: Happy employees, suppliers or customers.
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During this live show, you can ask questions in a supportive and professional environment. Our guests are happy to share their expertise and experience with you. Whether you are looking for career advice or how to improve your organization, we are here to help.
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