Episode 330

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Patrycja Sobera, SVP and GM of Digital Workplace Solutions at Unisys, to explore how organizations can differentiate through experience management. Discover how Unisys is transforming service delivery through their Experience Management Office, addressing the aging workforce challenge in field service, and fostering workplace diversity in tech. Patrycja shares candid insights on evolving from traditional SLAs to experience-focused metrics, delivering measurable business value through proactive automation, and navigating career success while maintaining work-life balance. 

• Transform service delivery by shifting from SLA-driven metrics to human-centric outcomes 
• Save 100,000+ productive hours through proactive automation and experience management 
• Navigate field service transformation amid 40% workforce retirement outlook 
• Build inclusive tech workplaces through mentorship and employee support networks 
• Balance career advancement with family life through practical, real-world strategies 

What You'll Learn:

• How to evolve from reactive to predictive service delivery through experience management frameworks 
• The "Total Experience Vision" approach to connecting field services, asset management, and service desk operations 
• Why traditional SLAs must evolve to Experience Level Agreements (XLAs) that measure real business impact 
• How to address the 40% field service retirement wave through knowledge transfer and next-gen technology enablement 
• The power of creating women's professional networks and safe spaces for authentic leadership development 
• How to succeed in executive leadership while embracing imperfect work-life integration 
• Why measuring sentiment and human experience delivers more value than tracking traditional service metrics 
• The framework for implementing experience management offices (XMOs) to drive proactive service innovation 

About the Guest(s)

Patrycja Sobera is the Senior Vice President and General Manager of Digital Workplace Solutions at Unisys, where she leads a 6,000-strong delivery team with full P&L ownership, solution management, and go-to-market strategy. With 25 years of experience in IT and service management, beginning as a service desk agent, she has become a pioneering force in experience management and digital workplace transformation. In this episode, Patrycja shares valuable insights on how Unisys is differentiating through experience management, including their innovative Experience Management Office (XMO) approach that has delivered over 7 million proactive automations and returned 100,000 productive hours to clients in the past year. Her leadership in implementing 20 production XLAs (Experience Level Agreements) and driving the evolution from reactive to predictive service delivery offers essential learning for service leaders focused on delivering exceptional customer experiences. As an executive sponsor of the Women and Associate Impact Group at Unisys and EMEA Lean In Ambassador for Women in Tech, Patrycja also provides valuable perspective on fostering diversity and inclusion in technology leadership. 

Follow Along

• [00:00] Intro and Welcome 
• [01:20] From Service Agent to SVP: A Journey of Determination 
• [04:51] The Evolution of Experience Management at Unisys 
• [13:11] Building an Experience-Driven Service Framework 
• [22:34] Overcoming Common Misconceptions About XLAs 
• [35:09] Addressing the Field Service Knowledge Crisis 
• [45:51] Empowering Women in Tech Leadership 
• [55:33] Balancing Executive Leadership and Motherhood 

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