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SupportWorld Live - Schedule Viewer

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.

Pre-11: The Essence of Experience

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.


Participants will acquire a practical understanding of the anatomy of an XLA and how it relates to the flow of work in an organization.
  • Compare and contrast XLA with the more traditional KPI/SLA approach and show how they work together
  • Introduce the Art & Science of Experience, the XLA Framework
  • Show how XLAs accurately measure moments over time and anticipate experience before an incident
  • Walkthrough real-life examples along with case studies and group exercises to take learning from thinking to action