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In recent years, IT leaders have recognized the growing significance of experience management. Traditional Service Level Agreements (SLAs) often fail to fully capture service success, leading to a shift towards Experience Level Agreements (XLAs) in service management. While SLAs have been used to assess service provider performance through metrics like transaction success rates, these metrics often miss the complete support experience from the customer's perspective. This gap highlights the "watermelon effect," where external metrics appear satisfactory (green) but may not reflect the true quality of service experienced by customers. XLAs aim to address this shortfall by focusing on customer experience.
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