Are XLAs the Key Metric You’re Missing? Part Two

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UNSCRIPTED

Future of Field Service

341 episodes

9 hours ago

The UNSCRIPTED podcast takes an honest look at how business leaders are evolving, innovating, and overcoming today’s biggest challenges. With discussions focused on the firsthand perspective of leaders across industries and around the globe, you gain a front row seat to the tales of the trials and triumphs they experience as they modernize their businesses – and themselves. This podcast is hosted by Sarah Nicastro, who has more than 15 years’ tenure covering business transformation, technology, and leadership trends.

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Management

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Are XLAs the Key Metric You’re Missing? Part Two

UNSCRIPTED

40 minutes 58 seconds

4 months ago

Are XLAs the Key Metric You’re Missing? Part Two

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.

If you missed Part One of this discussion, be sure to listenas we cover:

· Intro: Experience Level Agreements - The MissingMetric?

· Evolution from Service to Experience Economy

· Common Misconceptions About ExperienceManagement

· The Core Elements of Experience Level Agreements

Part Two includes:

· The Core Elements of Experience Level Agreements(continued)

· Leadership Challenges in the Experience Economy

· Productivity vs Efficiency: A CriticalDistinction

· The Starbucks Story: When Optimization GoesWrong

· AI's Role in Enhancing Human Experiences

· Building Ecosystems in the Experience Economy

· The Camelot Experience: Lessons in TeamAlignment

· Closing Thoughts & Looking Ahead