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Experience Essentials
“XLACollab represents a collaborative approach to help organizations create excellent digital employee experiences that matter for the business”
~ Alan Nance
Experience Matters Now More Than Ever
What is an XLA?
- An Experience Level Agreement (XLA) is a commitment to creating a defined experience, using experience indicators (XIs).
- The XLA is the promise to deliver experiences that matter to the business, to your employees, to your customers.
- It should deliver positive business impact.
- It should be supported by both operational and sentiment data in an empirical fashion.
- It should result in: Happy employees, suppliers or customers.
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.
meaningful experience
What does good look like in the 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.
working with the sla
The XLA Stack - XLA Working with the SLA
XLAs do not replace SLAs… They help each other. We need both.
