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In recent years, IT leaders have recognized the growing significance of experience management, particularly in evaluating service strategy success. Traditional service level agreements (SLAs) are often inadequate, as they primarily focus on metrics like transaction success rate and service availability, which serve service managers but fail to fully reflect customer satisfaction. This discrepancy is illustrated by the "watermelon effect," where external metrics appear positive (green) while the actual customer experience is lacking. The video introduces experience level agreements (XLAs) as a more comprehensive alternative, highlighting their rising prominence in service management for capturing the entire end-to-end support experience.
