Your dashboards are green, your SLAs are met, and your KPIs are solid - but your customers are still frustrated. Join Doug Rabold of the XLA Institute for this session which uncovers the disconnect between traditional metrics and how customers actually feel about the service we provide.
In this session we’ll explore how Experience Level Agreements (XLAs) shift the focus from mere output-driven checkboxes to turbo-charge outcomes which positively impact customer sentiment. Walk away with an awareness of XLAs and the practical steps in evolving your measurement strategy to demonstrate the business value of support.

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