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Over recent years, IT leaders have recognized the growing significance of experience management, realizing that traditional service level agreements (SLAs) often fail to fully measure service success. This video discusses experience level agreements (XLAs) and their rising popularity in service management. While SLAs have been pivotal in gauging whether a service provider meets client expectations, they focus on metrics like transaction success rate and service availability that resonate with service managers but not with customers. This disconnect leads to the "watermelon effect," where metrics appear positive on the surface yet fail to reflect the true, comprehensive support experience from the customer's perspective.
