"We have to understand the different engagements we have with the customers and their experience"
In this episode, renowned ITSM expert Anthony Orr joins Richard Pharro, CEO of APMG International, for an insightful discussion on the intricacies of service level agreements (SLAs) and the evolution towards experience level agreements (XLAs).
They delve into the impact of SLAs on organisational behaviour, exploring both their benefits and shortcomings. Through thought-provoking questions, Richard prompts Anthony towards the broader implications of service excellence and the importance of understanding service value from a customer-centric perspective.
Anthony explores the industry shift from service level agreements (SLAs) to experience level agreements (XLAs), and the profound impact of customer-focus on organisational success.
As the conversation unfolds, they unpack strategic outsourcing in the post-COVID era, contemplating the shift towards prioritising quality over cost in supplier relationships.
Throughout the episode, they dive deeper into the intricacies of IT service management, leaving listeners with a comprehensive understanding of the evolving landscape and the imperative of placing the customer at the forefront of service delivery.
Learning takeaways:
- SLAs can be effective in setting expectations and driving accountability, but they can also be misused to meet metrics without delivering value to customers.
- XLAs focus on the overall customer experience and measure factors such as satisfaction, productivity, and well-being.
- Employee experience plays a crucial role in delivering excellent customer service.
- Organisations should prioritise service value and meaningful connections with customers.
- Outsourcing customer service support should consider the impact on quality, value, and brand promise.
