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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 301: What XLAs Are Not

Doug Rabold  (Chief Experience Officer, Bold Ray Consulting)

Location: Room 111

Date: Tuesday, April 30

Time: 3:45 pm - 4:45 pm

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

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

Session Type: Session

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