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Working Together

Managing Experience

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? 

Introducing XLAs

  • 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.

X and O data stack diagram (1).png
Example XLA.png
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