Turning Experience Into Measurable Business Impact

Across organizations today, a common challenge persists: IT measures operations—but not experience. Traditional ITSM and SLA-based metrics explain process performance, yet fail to capture how IT truly impacts employee experience and business outcomes.

At the same time, many organizations struggle to demonstrate ROI for experience initiatives. Isolated CSAT scores and fragmented sentiment data are not enough to drive meaningful decisions or prove business value.

Together, XLA Institute and HappySignals address this gap by helping organizations operationalize experience—turning it from something that is merely measured into something that can be actively managed and improved.

XLA Institute provides the independent framework, shared language, and maturity model needed to understand what experience-led service management truly means. Through the XLA Maturity Model (XMM), organizations gain a clear view of their current state and a structured path toward more advanced, outcome-driven practices.

"As a Founding Member of the XLA Institute, we are proud to support the continued development of Experience Level Agreements worldwide."
- Katie Bates, VP Global Partnerships and Alliances, HappySignals

HappySignals complements this by delivering the operational “how”—providing real-time experience data, analytics, and an operating model that connects experience to key business outcomes such as productivity, cost efficiency, and employee engagement.

Together, this alignment ensures that organizations don’t just talk about experience—but can systematically improve it and prove its impact.

“XLA Institute provides the independent framework, language, and maturity path for experience-led service management, while HappySignals delivers the ‘how’ through operational experience data—together closing the gap between strategy and execution.”

 - Robin Marchand, Co-Founder, XLA Institute