In 2020, data from Gartner and Glassdoor revealed a direct correlation between employee and customer satisfaction. Yet 48% of companies struggle to get practical experience programs up and running.
Experience level agreements (XLAs) are the foundation of a fresh and optimistic approach to managing the business of technology. This workshop introduces the concept of experience, including what it is and why it matters, and uses interactive exercises to nail down the concept of XLAs and set learners on a solid path toward the experience economy. Participants will gain a practical understanding of the anatomy of an XLA and how it relates to the flow of work in an organization. If you or your organization seek to improve the customer and employee experience, enable productivity, growth, and innovation, and take the first steps into a new way of working, then this course is for you!