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In recent years, IT leaders have recognized the growing significance of experience management. While traditional service level agreements (SLAs) have been the standard for measuring service success, they often fail to encapsulate the complete customer experience. SLAs focus on metrics like transaction success and service availability, which may resonate with service managers but do not reflect the end-to-end support experience for customers. This limitation is illustrated by the "watermelon effect," where metrics appear positive externally but do not reveal underlying issues. This video discusses experience level agreements (XLAs) as an emerging alternative in service management, emphasizing their importance in capturing the full customer experience and addressing the shortcomings of SLAs.
