How Reckitt adopted Experience Level Agreements (XLAs)?

Presented by

Pasi Nikkanen, Prashant Arora, Andrew Murphy

About this talk

Reckitt is a consumer goods company that manufactures, markets, and sells health, hygiene, and home products with a global workforce of over 42,000 employees based in more than 60 countries. They embarked on a mission to transform their IT operations with ServiceNow – with a view to delivering a ‘best in class’ service experience for its employees across all touchpoints globally. “In our journey to become "Truly NextGen", we’re laser-focused to ensure industry-leading service experience for our employees across all touchpoints, fueled by modernised & automated IT services. Inspired by Agile practices – Daily Happiness Reviews, XIP (eXperience Improvement Plans) based on HappySignals’ Dashboards and much more, our service team has taken the journey to the next significant milestone!” – Prashant Arora. Join our webinar to learn how Reckitt has been able to see a 51% increase in employee happiness with IT services, and an increase in survey responses from just 4% to an impressive 25%. For an organization that registers over 300,000 tickets annually, that's over 250,000 hours of employee lost productivity saved in a year. In this webinar you learn: • How Reckitt is successfully using experience level agreements (XLAs) to transform their IT services • What kind of cultural changes was involved with the new way of working • What has been the impact on end-user experiences and productivity until today • Lessons learned At the stage: Pasi Nikkanen, CGO and Co-founder of HappySignals Prashant Arora, Head of Global Service Experience & Automations, Reckitt Andrew Murphy, IS Manager - User Technology & Services EMEA, Reckitt
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HappySignals is an Employee Experience Management Platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. We discover the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on avarage. For more information, visit