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In recent years, IT leaders have recognized the growing importance of experience management, highlighting the limitations of traditional service level agreements (SLAs). While SLAs have served as a primary measure of service provider success, they often fail to reflect the complete customer experience. Metrics like transaction success rates and service availability, though meaningful to managers, do not encompass the entire end-to-end support experience. This inadequacy leads to what's known as the "watermelon effect," where external metrics appear satisfactory while the actual customer experience may be lacking. In response, the video discusses the emergence of experience level agreements (XLAs), which focus on capturing customer experiences and expectations more comprehensively.
