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 - 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.

Session 205: Experience Management, Vol. 2: Still Rocking Your Support World

Alan Nance  (Cofounder and President, XLACollab)

Location: Grand Ballroom 111

Date: Wednesday, May 18

Time: 11:35 am - 12:35 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Revolutionizing the Customer Experience, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate

What do International Watermelon Day (Aug 3) and International Kiwi Day (Nov 21) have in common? Other than being delicious summer fruits, they mark the beginning and end of XLA Season. With a few months’ head start, SupportWorld Live is the perfect time to learn more about the experience economy and what it means for you, your team, and your organization.

At SupportWorld Live 2021, we talked about a new generation in the workforce, the pandemic, the rise of hybrid working environments, and the days of service management coming to an end. Attendees learned that measuring customer satisfaction through post-incident surveys is a sure sign of obsolescence. That measuring performance based on outputs like call volume, wait time, and first contact resolution means you’re behind the times. That if you’re only just considering implementing a self-service portal, you’re already too late. We’re at a crossroads. Which way should we go?

In this session, Alan Nance will unpack experience management:
  • If you aren’t measuring call volume, wait time, and first contact resolution, what are you measuring? What should you be measuring?
  • What do XLAs look like?
  • What are Washing, Extending, and Bridging?
  • Where do ITXM and DEX fit?
  • What are Gartner and Forrester predicting?