Building the Business Case for Experience Management
Presented by Barclay Rae of Barclay Rae Consulting
Listen to Barclay share his experiences of working with organizations to craft their business cases for the introduction of experience management and XLAs. Get practical advice, a business case methodology, and learn the mistakes to avoid.
Succeeding with XLAs
Presented by Dean Underwood of Poundland
With a wealth of practical experience in this area (across numerous industries), in this presentation Dean shares how to introduce and succeed with experience management and XLAs, along with the common pitfalls to look out for and avoid.
Improving Operations and Outcomes with Experience Data
Matt Hall of Quilter
Discover how Matt used HappySignals feedback data to embed an XLA approach across the Quilter business and break away from the legacy service level agreement (SLA) and escalation culture mindset.
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