The digital world is highly competitive today, as it strives to provide the best of service interactions and `Moments of Truth' based on understanding, empathy, and problem solving. Service, therefore, is not transactional any more, and organizations are committed to improving their service levels.
Measuring user experience with XLAs
Flexible working options have given rise to multiple technologies and approaches, and user experience does not necessarily translate into uninterrupted IT service delivery. There is growing interest in signing XLAs (experience level agreements) with service providers as a way of managing more than just transactional managed services. However, enterprises struggle to figure relevant parameters for evolving XLAs.
Wipro’s XLA approach
Wipro offers a consulting approach that positions clients based on their technology maturity and focus on business outcomes. Its consulting model is called Assess-Transform-Measure. Wipro focuses on three areas to cover the three XLAs: IT efficiency, technology adoption for user experience, and realizing business value.
Enterprise Guidance – Best practices for a successful XLA approach
During ISG's interactions with clients, it was apparent that they were at different stages of maturity with respect to workplace technologies. Enterprises require a 5-step strategy to implement the experience level measurement mechanism in their workplace:
- Understanding of requirements.
- Proper analytics and building a strong knowledge base.
- User journey design for experience enablers.
- Phased implementation and tackling the easiest tasks first.
- Proper technology adoption and change management.
Experience level measurement and associated services engagement agreements will drive the future of workplace services. Service providers like Wipro are committed to building and strengthening models to transform the technology setup for their clients.