It is our mission to support organisations in developing valuable and meaningful experience management measures for the betterment of their employees.
Experience Matters Now, More Than Ever
But how do we measure and manage experience?
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
Cultivate 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.
Create Meaningful Experiences
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
The XLA Stack
XLAs do not replace SLAs… They help each other. We need both.