Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.
Click on session titles for full session descriptions. All times noted are in PT.
Alan Nance (Cofounder and President, XLACollab)
Location: Vista Ballroom 204
Date: Tuesday, May 17
Time: 8:30 am - 3:30 pm
Pass Type: Premium Conference Pass - Get your pass now!
Track : Revolutionizing the Customer Experience, Modernizing Service Management
Session Type: Workshop
Vault Recording: TBD
Audience Level: All
"People will forget what you said, people will forget what you did, but they will never forget how you made them feel."
In an ongoing poll, only 1.8% of respondents said they were happy with their service level agreements (SLAs). Additionally, 94.5% responded their SLAs are internally focused and are not about the customer, the employee, or the experience.
Experience level agreements (XLAs) are the foundation of a fresh and optimistic approach to managing the business of technology.
The world is moving on from process to experience. Organizations that don't take this on board and change accordingly face irrelevance. This workshop introduces experience, what it is, and why it matters, using interactive exercises to nail down the concept of XLAs and set learners on a solid path beyond ITIL, SLAs, and KPIs into a new perspective on service delivery and performance outcomes. Engage with service and experience expert Alan Nance to learn the unvarnished truth about the Art & Science of Experience.