More and more organizations want to transition from traditional SLAs to Experience Level Agreements (XLAs). A logical development: customer experience is crucial. But how do you ensure you don't lose the solid foundation of SLAs?
The answer lies in integration, not replacement. Basic SLA KPIs remain essential for measurable performance and compliance. XLAs add a human dimension: how do users experience the service? By cleverly combining both frameworks, you create control and value.
Start with a clear governance structure, measure both hard KPIs and soft UX indicators, and ensure that suppliers understand that XLAs are not optional extras, but part of the contractual foundation. Achieving a good UX requires mutual information sharing and mature collaboration.
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