CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 105: Experience Management : How to build an XLA (eXperience Level Agreement)?

Patrycja Sobera  (VP, End User Experience, Unisys)

Weston Morris  (Director, Digital Workplace Solutions, Unisys)

Davoud Pourhossein  (Global Director of Strategy and Innovation, Unisys)

Location: Premier Ballroom 318

Date: Wednesday, May 3

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Modernizing Service Management, Evolving the Customer and Employee Experience

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

In this session, Patrycja Sobera and Weston Morris will share Unisys's approach to experience management and let attendees in on how Unisys uses experience data to impact business initiatives and drive the value.

Unisys's Experience Management Office (XMO) came out of a need for the whole IT services ecosystem to work together holistically, applying analytical reasoning to emotional insights to extract actionable facts from feelings. Patrycja and Weston will break down the structure and mandate of the XMO, explain how they investigate and analyze end-to-end service, processes, and request lifecycles, and how the results of those inquiries are communicated to stakeholders for remediation. They will also explain how the XMO develops and deploys experience level agreements (XLAs) that track and target hard and soft data on customer sentiment, drive ongoing improvement, and boost overall satisfaction.