Organizations often place a higher emphasis on Customer Experience (CX), which remains vital in shaping brand equity and revenue, and tend to overlook Employee Experience (EX), which can bring the next level of differentiation for organizations. Navigating the path to achieve a superior EX is not without its hurdles, with one of the primary challenges being establishing an appropriate performance measurement model.
In the ever-evolving landscape of employee-centricity and service excellence, Experience Level Agreements (XLAs) are emerging as a transformative paradigm, redefining how organizations can measure and prioritize EX. XLAs are positioned as the future of experience and overall performance measurement, as they not only mitigate the challenges associated with traditional methods but also elevate the same to unravel true EX.
In this report, we explore EX measurement in the face of changing workforce dynamics, offer insights into XLAs, and assist enterprises in understanding and approaching XLAs by adopting a phased strategy.
Scope
All industries and geographies
Contents
In this report, we examine:
EX measurement in the face of changing workforce dynamics
Businesses, in their pursuit to establish a lasting influence on customers, are striving to create connected experiences. To maintain customer engagement, businesses must prioritize personalization and, more importantly, provide contextual informatio…
