Register now for XLA Essence of Experience Courses:
May 2nd 2023
Our Next XLA Foundation Course
May 23, 2023
What does Good look like in an XLA environment?
- A good experience is always what the business consumer values, seldom what we think it is or should be.
- An experience level agreement (XLA) is so much more than a survey. It is a fit for purpose design.
- A meaningful experience is not a transaction, but a cumulative dynamic sentiment established over time.
- The traditional practice of building standard capabilities to manage a service, give way to an experience architecture catering to people as they adopt different personas and perform different roles.
- Experience isn’t about the psychology of the individual but how you make people feel at scale in a way that matters to your business.
The XLA Stack - XLA Working with SLA
XLAs do not replace SLAs… They help each other. We need both.
The XLA Stack - An Experience Example
