Podcast ¦ CX Passport: The one with XLAs – Doug Rabold E210

Key Takeaways

1. The traditional focus of metrics like SLAs (Service Level Agreements) often emphasizes productivity rather than customer outcomes.

2. Experience Level Agreements (XLAs) shift the emphasis from outputs to outcomes, prioritising customer experience over technical performance.

3. Organisations that concentrate on customer experience generally demonstrate greater longevity and relevance in the market.

4. XLAs enable companies to measure experiential targets that align with customer objectives, as opposed to standardising metrics across similar organisations.

5. Identifying the appropriate data points for measuring customer experience is critical to developing effective XLAs.

6. Employee onboarding can serve as a universal XLA, focusing on the smoothness of the experience from the new hire’s perspective rather than the various departmental SLAs involved.

7. Treating IT and service desk functions as businesses ensures that decisions are informed by an understanding of end-user experiences and needs.

8. Many organisations still operate under outdated methods from previous decades; modernising processes is essential for enhancing customer experience.

9. The growing tech-savviness of customers necessitates that frontline agents in IT service desks and contact centres be equipped with advanced technical knowledge.

10. Compartmentalised metrics can fail to consider the holistic experience from the end-user perspective, leading to dissatisfaction.

11. The concept of co-creating value is highlighted as essential for enhancing customer service in both IT and customer-facing roles.

12. The importance of aligning service delivery with a defined business objective is essential for success and customer satisfaction.

Key Statistics

• In the past, only about 15-20% of the U.S. population carried mobile phones, impacting customer interaction with technology.

• Complaints regarding pension fund distribution serve as a case study for the importance of XLAs tied to employee performance measures.

Key Discussion Points

1. The distinction between SLAs and XLAs – focusing on outputs versus outcomes.

2. The role of experience-focused metrics in customer retention and business relevance.

3. The necessity for personalised XLAs based on individual organisational objectives.

4. Example of onboarding experience as a foundational XLA.

5. The transformation of contact centres and IT service desks towards providing enhanced user experiences.

6. The requirement for a business mindset in IT service roles to drive customer satisfaction.

7. Technology’s role in self-service attempts and the complexity of customer inquiries today.

8. How the traditional compartmentalised approach hinders customer satisfaction.

9. The influence of a customer-centric approach in operational effectiveness.

10. The need for technological engagement among frontline staff to interface with informed customers.

11. Exploring the link between customer service objectives and organisational compensation structures.

12. Insights from travel anecdotes tying into the overarching theme of customer experiences and expectations.

Podcast Description

In this episode of CX Passport, Rick Denton engages Doug Labeled, a seasoned expert in customer experience, to discuss the evolution from traditional SLAs to XLAs, emphasising the importance of outcome-driven metrics in enhancing customer satisfaction. The conversation explores how organisations can shift their focus towards experiential targets that resonate with customer needs while shedding light on the necessity for technical proficiency among frontline agents. With engaging anecdotes and insights into both the hospitality and business sectors, Doug shares valuable lessons on improving service management and translating business objectives into meaningful customer experiences. Tune in for a comprehensive understanding of how to create impactful customer experiences in today’s tech-savvy environment.