Higher Education Community Event – Are SLAs dead? Moving from SLA to XLA

This session looks at how experience management is re-shaping the way we deliver services to customers, focusing on how users genuinely feel about the service they receive and not just whether the provider has hit a pre-defined performance target.

We will cover:

• What is Experience?
• What is the Experience Economy?
• Why is Experience Management important?
• How can I measure Experience?
• What is an XLA? And what should I do next?

Facilitated by Neil Keating, co-founder and chief experience officer at Bright Horse/XLABS and Experience Collab. He works with a diverse range of organisations, including well known multi-national brands, Managed Service Providers, and companies across a range of vertical sectors to help them change the way they are currently measuring success of enterprise services by enabling them to measure success based upon the experience of those people consuming the services. Neil educates, coaches and consults with customers to help them move from just delivering services to also delivering experience.

This will be an interactive event and participants are invited to share their particular take on this subject.

Delivery Platform

This webinar will be delivered using Teams.

How much does it cost?

This event is FREE for all itSMF UK members.

If you are not yet an itSMF UK member, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here.

REGISTER NOW!

Leeds