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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.

Session 303: When Great SLAs Don't Work…and What to Do About It

David Cannon  (EVP, Nfiniti3)

Location: Grand Ballroom 123

Date: Wednesday, May 18

Time: 3:45 pm - 4:45 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: All

Have you heard this before?

  • “I know you met your SLA, but we didn’t get the service we expected.”
  • “You don’t understand what it’s like for us when the service is down!”
  • “You used to be fantastic. You still provide exactly the same level service, but somehow it just doesn’t seem as good anymore.”
  • “Bots and self-help tools are great, but when I really need help, I can’t get it.”
  • “We met our SLA, but other groups let us down because they get measured differently.”
  • “SLAs aren’t good enough. You need an XLA.”


We’ve put a lot of thought and effort into SLAs. We’ve defined metrics that tell us how good our service is, measured customer satisfaction, and gathered feedback about our service. But something is changing. Our customers expect more, and they want greater input into how we deliver service. So...what exactly is the problem with SLAs? And what do we do about it? In this session, David Cannon will pull back the curtain on great service experiences and break it all down:

  • Why some SLAs don't achieve the expected levels of satisfaction
  • What expectation creep is and how to respond
  • Whether replacing SLAs with XLAs will solve the problem
  • How to understand, set, and meet your customers’ expectations – and exceed them by just the right amount