7 Practical Use Case Examples of Experience Management to Turn XLAs a Reality

Employee experience management was considered a much-needed addition for IT organisations in 2022. However, while AXELOS research showed that over 80% of IT organisations understood the need to deliver a better customer experience, as with anything new, it is often difficult for IT organisations to know where to start. This presentation shares seven key practical experience management and XLA use cases – based on real customer successes – that will help your IT organisation start and succeed with experience management. It’s what your IT organisation needs to turn its CX and XLA ambitions into action. You'll leave this session with 3 key takeaways: *Examples of how experience data and insights highlight employee issues (with IT) and improvement opportunities that go unnoticed with traditional IT metrics *Real-world examples of how experience management has improved operations and outcomes in other organisations *Insight into the continued evolution of experience management as a critical IT, and broader corporate, improvement capability.