It`s still early when it comes to XLA – most companies still rely on SLAs to provide “pretty good” services. But is “good enough” good enough for your business? Or are you willing to think differently – to go beyond what has always been used? Consider the impact it would have on your IT team if they complemented SLAs with real insights into how people perceive IT in your organization. How would this change the way they think, work and set priorities? While the demand for IT services has increased, so has the vendor landscape. To succeed in an increasingly commercialized market, workplace managed service providers need to modernize their vision of what it means to add value to the customer. It`s time to move from legacy availability SLAs (which have become an expectation rather than a differentiator) to Experience Level Agreements (XLAs). This change allows suppliers to align their offerings to better support customer business outcomes, demonstrate the value of their services, and increase profitability. I only heard about XLA a few months ago and since then the team has probably had enough of me talking about them. It`s become a new hot topic that really resonates with CIOs and senior IT professionals who are passionate about improving the employee experience. Tags digital experience, dxm, employee experience, greg kihlstrom, information technology, sla, xlas SLAs are important – but they don`t necessarily tell you what employees actually experience from their IT. Email may be available 99.999% of cases, but if email performance is terrible 20% of that time, it doesn`t bode well for employees who are productive and satisfied with their experience. For example, what has been the experience of getting help or how consistent is the quality of service? This means the difference between getting a quick response and a professional, meaningful, helpful and ultimately solved response. Basically, after setting goals, you highlight all aspects of the end-user experience in all the views you see in HappySignals.
Dan Salinas is Vice President of Managed Workplace Services and Business Development at Lakeside Software. He has 25 years of experience in providing IT services and currently works with OEM and ISV partners such as IBM, DXC, Fujitsu, NTT Data, Wipro, HCL, Stefanini, Capgemini, Microsoft and others on solutions for desktop, virtualization and cloud. XLA enables businesses to deliver an experience that changes and evolves over time. XLA is dynamic. Unlike SLA experience level agreements, XLAs use XLAs (experience indicators) to measure responses to outcomes rather than steps in a process. In this way, companies can understand which experiences are important and significantly improve their process. The connection of the customer experience: Instead of purely quantitative figures that determine the execution of a contract, as is the case with SLAs, an XLA also takes into account the subjective user experience. While this customer satisfaction is based on employee satisfaction rather than your end customer, there is a strong correlation between employee experience and customer experience.
In other words, happy employees are able to create happier customers. Unfortunately, most of our dashboards are average algorithms. They rarely have real-time experience indicators (XI) and when they do, they often can`t pick up the signal. To accurately measure an XLA, you need to define the essential experience indicators (XI), identify the XLA data sources, and align all supporting technical data with the IMs. After that, align subjective and objective metrics to determine the authentic experience and simplify your technical KPIs and tailor them more closely to people. The heart of delivering experiences to consumers is XLA. Figure 1: Average impact on productivity at different levels EUX based on Lakeside customer data*Per employee working on a computer for 40 hours/week The data you need to collect to measure employee experienceAn employee experience seems like a pretty intangible concept. It`s no wonder companies have a hard time measuring it. And while IT teams can have large amounts of performance data, that doesn`t mean it`s obvious that what would help improve employees` experience with IT. So, what data should you collect to track performance against an eXperience Level Agreement (XLA)? Do you want to improve the employee experience in your company? Contact us.
In this article, we`ll discuss three important ways an XLA can help you create a better customer experience in your business. Experience Level Agreements (XLA) have the unique ability to link software and platform metrics to end-user satisfaction, rather than the more well-known service level agreement or SLA. For those unfamiliar with the term, an XLA is an agreement between a customer and a service provider that uses the quality of the employee`s experience with the provider`s services as a basis. As part of the presentations during the workouts I do, a common icebreaker I use is the worst carpooling experience. Measuring what you can do is not the same as doing what you need to do. It`s time for a change. It`s time to move from IT service management to managing the consumer`s IT experience with Experience Level Agreements (XLAs). Download our eBook “Your Digital Workplace: The Ultimate Guide to Creating Digital Experiences Your Employees Will Love” – and contact us to learn more about improving the employee experience with an eXperience-level agreement. Greg is a bestselling author, speaker and entrepreneur. He has worked with some of the world`s largest companies on customer experience, employee experience and digital transformation initiatives, both before and after the sale of his award-winning digital experience agency in 2017.
Connectivity and availability are common metrics within an SLA. While both are important, how they are measured can often overlook important issues, such as.B. decreased performance during critical periods or high seasons, or even the quality of experiences that occur between a raised issue and when it is resolved. A: A meaningful experience is not a transaction, but a cumulative dynamic feeling that has emerged over time. The traditional practice of developing standard functions for managing a service is giving way to an experience architecture that targets people who adopt different characters and play different roles. The experience is not about the psychology of the individual, but about how you make people feel in a way that is important to your business. An eXperience Level Agreement (XLA), on the other hand, focuses on the employee experience to find out how employees actually find the experience of using technology. It shifts the focus from service reviews and penalties to continuous service and improvement, using employee feedback and hard data to drive continuous improvement and increase overall satisfaction. Marco Giannotten`s book Digital Empathy: When Tech Meets Touch describes a world in which experience plays a role in shaping our IT processes. This book sparked a global reaction that has since become a journey. Today, there`s a renaissance of XLA that underpins a redesigned customer experience.
Major organizations around the world, including Royal Philips, Heineken and Eversource, are launching XLA. XLA is a natural extension of better customer focus with IT Service Desk. This is an eXperience level agreement. Yes, you provided a service and you provided it on time. But how did the customer feel in the end, how was he treated? With the risk of using too many metaphors in a few paragraphs, imagine a truly upscale restaurant experience. The food is amazing, safe! But what if the music is terrible and the server is dreary? It`s not a good experience overall, right? The same logic applies to the IT help desk. That said, yes, of course, you should try to resolve the tickets as soon as possible, but that`s not all. Compliance with an SLA does not guarantee that the customer will be satisfied. .