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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 406: Experience + Service Management: A Winning Combination

Matt Beran  (Product Specialist, InvGate)

Location: Grand Caribbean 10

Date: Wednesday, November 15

Time: 10:15 am - 11:15 am

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

Employee experience, customer experience and experience level agreements (XLAs) are some of the most popular topics in 2023. Unfortunately, there isn't enough sharing and discussion about how to put these into practice. This session will focus on how to start applying experience management principles into your existing services, processes, and teams in an attempt to remove the mystery from the ceremonies, the artifacts, and extract the value you need. We'll talk through examples of XLAs, user research, personas, journey maps, and prototypes. Attendees can expect to leave with a clearer understanding of how to find and prioritize experience gaps and opportunities, how to identify and gather the information needed to calculate return on experience, and how to construct an XLA.