Doug Rabold (Chief Experience Officer, Bold Ray Consulting)
Date: Tuesday, April 30
Time: 3:45 pm - 4:45 pm
2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass -
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Evolving the Customer and Employee Experience, Modernizing Service Management
Vault Recording: TBD
Audience Level: All
Experience Level Agreements (XLAs) are all the rage. Everyone is talking about them, and they've been riding the peak of the Hype Cycle for the past few years. Many know how to develop them. Some have implemented them. And a few have realized genuine experience improvement from them. However, as with many new approaches and emerging methodologies, what XLAs are not is too often overlooked. This simple fact leads to poor design and implementation, which can result in perceived failure. Join Doug Rabold for a session that serves as a cautionary tale about XLAs: what not to do or expect. Learn from the experience of others so you can avoid the potential pitfalls in the design and implementation of XLAs.
Key Takeaways include:
1) Overview of XLA elements
2) What to avoid in XLA creation
3) Insights into constructing effective XLAs