Imagine(ering) XLAs

We're all familiar with SLAs - those metrics by which we measure productivity and efficiency. Recently,
however, Experience Level Agreements (XLAs) have emerged and ridden the crest of the Gartner Hype
Cycle for the past few years.

Everyone is beginning to talk about XLAs. Many experience practitioners now know what they are. Some know how to develop them. A few have implemented them. Fewer have realized genuine experience
improvement from them.

But have no fear! XLAs can be leveraged to drive significant experiential improvement.

Join multiple award-winning CX thought leader and XLA evangelist, Doug Rabold, for this session. As a practitioner, he has implemented Experience Level Agreements in many organizations around the world.

Doug will explain the concept of the XLA through a relatable real-world scenario and. introduce the Experience Management Framework.

If driving positive customer experience and delivering better business outcomes is important to your support center, this session is not to be missed!