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In recent years, IT leaders have recognized the growing significance of experience management, noting that traditional Service Level Agreements (SLAs) often inadequately measure service strategy success. In this video, the focus is on Experience Level Agreements (XLAs), which are emerging as a more comprehensive alternative. While SLAs have served as a primary metric for evaluating service provider performance, they typically use metrics like transaction success rates that do not resonate with customers, failing to reflect the complete end-to-end support experience. The "watermelon effect" illustrates this, where outwardly positive metrics do not necessarily indicate customer satisfaction.
