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In recent years, IT leaders have recognized the growing significance of experience management. Traditional service level agreements (SLAs) have often proven inadequate for measuring the success of service strategies. This video discusses experience level agreements (XLAs), which are emerging as a more comprehensive alternative. While SLAs have been the standard for assessing service provider performance, they focus on metrics like transaction success rate and service availability, which may not resonate with customers. This gap can lead to what's known as the "watermelon effect," where the external metrics appear satisfactory (green) while the underlying customer experience is lacking. XLAs aim to address this by capturing the complete end-to-end support experience.
