The shift from SLAs to XLA (Experience Level Agreements) reflects a broader industry recognition that customer satisfaction cannot be fully captured by traditional metrics alone. XLAs recognize the qualitative aspects of service delivery, such as empathy, responsiveness, and personalization, which are increasingly valued by customers in today’s experience-driven economy. This session covers the paradigm shift, and discusses how to:

·        Amplify customer delight through tailored XLAs, ensuring satisfaction at every touchpoint

·        Ignite a culture of relentless customer focus and innovation, driving transformative growth

·        Encourage a culture of innovation to continuously evolve and adapt XLAs in response to changing customer needs and market dynamics

Jodi Dudley, Fmr Head of GBS, Ford and Dow Corning