Correlation between Employee Happiness and Customer Loyalty

XLAs: Applying The Art & Science of Experience

60 minutes

Traditional SLAs; Should I remove them?

15 minutes

Align IT to achieve outcome metrics

3 minutes

The key struggles companies face when switching to an Experience Management Culture

2 minutes

The challenges of moving from SLA to XLA

3 minutes

Experience Data; Crucial for evolving XLAs

2 minutes

Correlation between Employee Happiness and Customer Loyalty

1 minute

What does experience management look like?

2 minutes

SLA vs XLA

2 minutes

SLA sanctions vs XLA rewards

2 minutes

What is the watermelon effect?

1 minute

Three practical tips to implementing experience level agreements

1 minute

Create a baseline measurement before outsourcing

1 minute

Shifting from SLAs to XLAs

1 minute