Experience Management & XLAs

09.30 – Registration & coffee/tea
10.00 – Event opening
10.10 – Presentation 1 – State of XLA 2025
10.40 – Break
10.55 – Presentation 2 – Case Study: Design to real-time XLA Management in just weeks
11.30 – Presentation 3 – Kickstart your ITXM Journey
12.00 – Lunch & Networking
13.00 – Presentation 4 – Case Study: Building a People-First IT Experience
13.30 – Presentation 5 – Understanding and influencing service experience: so many questions! 
14.00 – Break
14.15 – Presentation 6 – Case Study: Transforming Digital Experience Management with XLAs
14.45 – Presentation 7 – Introducing the Experience Management Training & Certification Programme from the XLA Institute
15.15 – Panel Session
15.45 – End of day networking drinks & museum access
16.30 – Event close

During this presentation, Robin Marchand will introduce XLA Institute’s research initiative, “State of XLA,” which explores the global adoption and influence of Experience Level Agreements (XLAs) across diverse industries.

Discover key findings from the “State of XLA 2025” report, featuring a validated XLA Maturity Framework, real-world case studies, and comprehensive survey data—all designed to empower organisations in advancing their experience management strategies.

Gain valuable insights from this annual, in-depth analysis, tailored for business leaders, managed service providers (MSPs), and academic researchers navigating the rapidly evolving experience management (XM) landscape.

In this session, we explore how one organisation transformed its digital service management by implementing real-time Experience Level Agreement tracking in just a few weeks. This case study highlights the practical steps taken, the tools used, and the measurable outcomes achieved. Through intuitive dashboards, the organisation gained real-time visibility into user experience, enabling them to act on feedback immediately and continuously refine their services.

Key elements of the implementation included automated feedback loops that visibly closed the gap between user input and service improvement, a scalable and user-friendly interface for effortless management, and rapid deployment. The result was a smarter, more human-centric approach to digital service delivery—one that not only improved productivity and usability but also empowered users by making their voices count.

Traditional methods of measuring IT performance often fall short in proving the value of IT to the business and gaining trust. HappySignals challenges these old ways by focusing on two simple yet powerful metrics: happiness and productivity. This approach helps bridge the gap between IT and the business, ensuring that IT teams, partners, and vendors are aligned with metrics that truly matter.

The decision to adopt ITXM often arises when organisations reach a pain threshold, realising that staying in the comfort zone of SLA/KPI metrics is no longer sufficient. Instead, ITXM offers a path to uncovering the truth and addressing root causes, ultimately leading to improved decisions, IT service delivery, and business outcomes.

Join Mark Bewick for this session where he will share his ITXM experiences, showcase real-life examples, and provide a path you can take to kickstart your ITXM journey!

This case study explores the early stages of an IT experience management journey, offering insights for IT teams aiming to move beyond traditional service metrics. It highlights how the team began shifting focus toward user feedback and overall experience.

Attendees will take away relatable lessons and practical ideas for building a feedback-driven, people-first IT culture—one where transparency is encouraged and the groundwork is being laid for future growth and evolution.

Service value is subjective, and this means that service experience is an important value creation factor. No wonder service providers want to capture, understand, and influence user experience… or is it customer experience? And what about the experience of service provider employees – do we measure and improve this as well?

What experience metrics can we include in the SLAs? And shall we call them XLAs now? Wait, if experience is subjective, can we actually manage it? And if not, what can we do to improve it? Does experience perspective apply to all digital services?

In his presentation, Roman Zhuravlev will share the ITIL answers to these and other questions. Your questions are also welcome.

A leading global enterprise recently elevated its digital employee experience (DEX) strategy by embedding Experience Level Agreements into its service operations. Rather than relying solely on traditional monitoring, the organisation leveraged real-time behavioural and sentiment data to proactively manage what truly matters: the digital experience of its workforce. The company accelerated its XLA design process using pre-built templates tailored to specific service types and business outcomes. This enabled the IT team to identify experience gaps through live telemetry and implement targeted improvements with speed and precision.

The integration of XLAs brought a new strategic dimension to the company’s DEX initiatives. By aligning technical performance with employee satisfaction and perceived value, the organisation was able to turn insights into action using intuitive dashboards. The result was a measurable improvement in service quality and employee engagement.

Introducing the XM/XLA Foundation program by the XLA Institute – transformative learning experience aimed at helping organisations evolve from traditional service-level agreements to experience-level agreements. This shift places employee experience at the core of business strategy, enabling leaders to understand and implement Experience Management principles.

Designed for HR leaders, IT professionals, and transformation strategists, the program emphasises the business value of experience-centric thinking, enabling participants to design and implement XLAs that foster a more engaged, productive, and satisfied workforce.