S5-Ep6 | From SLAs to XLAs: Redefining customer experience, with Anthony Orr

In this episode, renowned ITSM expert Anthony Orr joins Richard Pharro, CEO of APMG International, for an insightful discussion on the intricacies of service level agreements (SLAs) and the evolution towards experience level agreements (XLAs). They delve into the impact of SLAs on organisational behaviour, exploring both their benefits and shortcomings. Through thought-provoking questions, Richard prompts Anthony towards the broader implications of service excellence and the importance of understanding service value from a customer-centric perspective.Anthony explores the industry shift from service level agreements (SLAs) to experience level agreements (XLAs), and the profound impact of customer-focus on organisational success.As the conversation unfolds, they unpack strategic outsourcing in the post-COVID era, contemplating the shift towards prioritising quality over cost in supplier relationships.Throughout the episode, they dive deeper into the intricacies of IT service management, leaving listeners with a comprehensive understanding of the evolving landscape and the imperative of placing the customer at the forefront of service delivery. Tune in to gain invaluable insights into the complexities of ITSM and customer engagement.LINKS:🔗 Connect with Anthony: linkedin.com/in/anthonyorr 📝 Find out more about how the Experience Collab training and certification can help you advance your career: apmg-international.com/product/experience-collab-certification-and-training 🌐 Find out more about APMG certifications: apmg-international.com/our-services/certifications