XLA Implementation

Creating Lasting Partnerships Through Experience Management

A Structured Approach to Experience-Driven Success

Implementing Experience Level Agreements (XLAs) is more than just defining metrics—it’s about aligning the organization, employees, and customers around a shared experience vision. Our proven XLA Implementation Methodology ensures that enterprises and their partners move beyond traditional SLAs and KPIs to focus on what truly matters: delivering meaningful and measurable experiences.

By working together through a structured series of workshops, journey mapping, and data-driven insights, we help organizations redefine their service relationships, improve collaboration, and create lasting partnerships.

How We Implement XLAs

Our XLA Implementation Process is designed to bring clarity, alignment, and continuous improvement to experience management. Each stage is delivered through targeted workshops that engage all key stakeholders—from IT and business leaders to service providers and employees.

Step 1: Experience Now – Understanding the Current State

We begin by analyzing how employees or customers currently experience services. Through:

Sentiment Analysis – Gathering real-world perceptions via surveys, interviews, and live data.
Operational & Technical Insights – Reviewing service logs, performance metrics, and historical trends.
Journey Mapping – Mapping out the entire experience lifecycle to uncover pain points and opportunities.

Key Benefit:
Organizations gain a clear picture of what works, what doesn’t, and what improvements will have the greatest impact.

Step 2: Experience Ambitions – Defining Success Together

Once we understand the current experience, we align all stakeholders around a shared vision for improvement. This step involves:

Collaborative Workshops – Bringing together suppliers, delivery responsible, technicians and employees or customers to define experience ambitions.
Mutual Understanding – Creating a space for teams to express challenges, goals, and expectations.
Moments that Matter – Establishing practical, measurable XLAs that reflect both business needs and user expectations.

Key Benefit:
This process strengthens relationships between enterprises and their customers and/or employees, fostering a new spirit of collaboration and trust. It set the goal for all parties with the ambition definition.

Step 3: Experience Indicators – Measuring What Truly Matters

To ensure that experience ambitions are actionable, we define the right experience indicators using:

Sentiment Indicators (X-Data) – Capturing real-time user perceptions and emotions.
Operational Indicators (O-Data) – Measuring performance metrics that impact experience.
Technical Indicators (T-Data) – Understanding how system reliability and performance influence user satisfaction.
Balanced XLA Scoring – Weighting and aligning data points to track progress meaningfully.

Key Benefit:

Organizations stop relying solely on SLAs and instead use a comprehensive set of indicators that reflect real-world experience.

Step 4: Experience Reference Matrix – Making Data-Driven Decisions

With clear indicators in place, we consolidate insights into the Experience Reference Matrix (XRM), which provides:

A Holistic View of Experience Performance – Tracking sentiment, operational, and technical factors together.
Clear Reporting & Insights – Monthly experience trend analysis with actionable recommendations.
Continuous Improvement – Identifying areas where changes will have the highest impact.

Key Benefit:

Organizations receive ongoing visibility into their experience performance, ensuring proactive improvements.

Renewed Partnerships – Strengthening Relationships

One of the most significant outcomes of our XLA Implementation is a renewed sense of partnership between enterprises and their suppliers/customers/employees. Through co-creation and collaboration, our methodology fosters:

Stronger Alignment Between IT, Business & Users – Creating a common language for experience discussions.
Greater Empathy & Understanding – Suppliers, employees, and customers gain insight into each other’s challenges.
A Proactive Approach to Service Delivery – Shifting from reactive SLA-driven management to experience-first thinking.

Key Benefit:
Mutual trust, shared accountability, and a long-term commitment to delivering exceptional experiences.

Why Choose Our XLA Implementation Approach?

More Than Just Metrics

We go beyond data and numbers to create real experience improvements.

Experience-First Collaboration

Our methodology ensures active participation from all stakeholders, fostering trust and alignment.

Sustainable Impact

By embedding experience-driven thinking into your organization, we create lasting change, not one-time fixes.