According to Sami Kallio, CEO of Happy Signals, a company based in Helsinki, Finland, that offers an experience management platform for information technology, XLAs are mainly used by companies that have started to move information technology based on results. HappySignals brings you the process to manage experiences and set experience goals. Want to know more about XLA? How do I get started? I can recommend you visit the CitrusCollab website and start a dialogue, they have already reformulated purchase agreements for the implementation of XLA. All of this is important, and many companies experienced stress – or even damaged customer relationships – before the invention of SLA. Nevertheless, it can be said with certainty that ASAs have their flaws, but that they are still necessary. Many of them focus on the fact that they are too technical and focus on one element throughout the service chain. You do not necessarily guarantee a business environment or user experience (”UX”). Enter EXperience Level Agreements (XLAs). Experience level agreements place customer experience (CX) at the center of service performance and ensure that all service interactions and touch points are taken into account when defining whether the service meets the agreed performance level. The experience involves customer-oriented engagement at different levels – rational, emotional, sensory, physical, and spiritual. Today, less than 2% of CCP focus on experience. We need to change this by developing our understanding, monitoring and management of XIs.
XLAs` goal in the early stages of introduction and maturity, the researchers wrote, is to ”measure the end-to-end user experience in a particular business process, and then be able to optimize it so that employees continually improve their technology experience in a wide range of work areas, including home offices.” The linchpin of IT service management to deliver a sensible customer experience is a journey. The introduction of AEAs is a manageable starting point for this change…
