Experience Matters Now More Than Ever
The traditional model of Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s) has evolved. Successful organizations are building on prior engagements and focusing on Experience Level Agreements or XLA’s to improve outcomes.
Cumulative Moments Over Time
The XLA enables organizations to deliver an experience that changes and evolves over time. XLAs are dynamic. Unlike, SLAs 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.
XLAs do not replace SLAs… They help each other. We need both.