Report

Best Practices: Embrace Experience-Level Agreements (XLAs)

XLAs Improve Traditional SLAs But Require A Thoughtful Approach

November 10th, 2021
With contributors:
Lauren Nelson, Duncan Dietz, Marissa Fritz

Summary

IT has long used service-level agreements (SLAs) to benchmark technology performance, but with the rising importance of employee experience (EX), SLAs alone are ineffective as a measure of EX. Experience-level agreements (XLAs) promise to quantify employee tech experience, monitor it, and link it to business outcomes, but they pose challenges of their own. This report helps define key XLAs and offers best practices for implementing them.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use costumer obsession to accelerate growth. That means empowering you to put the costumer at the center of everything you do: your leadership strategy, and operations. Becoming a costumer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.