Support World Live 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.

Session 508: Experience Management: How It Will Rock Your Support World

Alan Nance  (Co-Founder & President, XLA Collab)

Date: Wednesday, November 10

Time: 11:35am - 12:35pm

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

Track: Revolutionizing the Customer Experience

Session Type: Session

Vault Recording: TBD

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. This makes SupportWorld Live the perfect time to learn more about the experience economy and what it means for you, your team, and your organization.

Egged on by the arrival of a new generation to the workforce, the pandemic, and the rise of hybrid working environments, the days of service management are coming to an end. Businesses have already shifted focus from managing services to creating employee experiences that generate value. To putting the customer experience above customer satisfaction. To prioritizing outcomes that create memorable experiences above reliable and predictable services.

If you still measure customer satisfaction through surveys after an incident, you’re heading towards obsolescence. If you still measure your performance based on outputs like call volume, wait time, and first contact resolution, you’re behind the times. If you’re considering implementing a self-service portal, you’re too late. In this session, Alan Nance will break down the evolution from SLAs to XLAs and explain why experience management is going to rock your support world.