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In 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), which are gaining popularity in service management. While SLAs focus on metrics like transaction success rate and service availability, which may be beneficial for service managers, they do not effectively represent the complete customer experience. This discrepancy is encapsulated by the "watermelon effect," where outwardly positive metrics do not reflect the underlying issues faced by customers. XLAs aim to provide a more comprehensive understanding of service quality.
