Episode 322

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.

If you missed Part One of this discussion, be sure to listen as we cover:

• Intro: Experience Level Agreements - The Missing Metric?
• Evolution from Service to Experience Economy
• Common Misconceptions About Experience Management
• The Core Elements of Experience Level Agreements

Part two includes:

• The Core Elements of Experience Level Agreements (continued)
• Leadership Challenges in the Experience Economy
• Productivity vs Efficiency: A Critical Distinction
• The Starbucks Story: When Optimization Goes Wrong
• AI's Role in Enhancing Human Experiences
• Building Ecosystems in the Experience Economy
• The Camelot Experience: Lessons in Team Alignment
• Closing Thoughts & Looking Ahead

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