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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 measure the success of service strategies. This video discusses experience level agreements (XLAs) and their rising prominence in service management. While SLAs serve as a key reference for evaluating service providers, they primarily focus on metrics like transaction success rates and service availability, which may not resonate with customers. These metrics can lead to the "watermelon effect," where outwardly positive metrics obscure underlying issues, highlighting the need for a more comprehensive approach that captures the complete end-to-end support experience.