Episode 321

What if you could transform your service metrics to truly capture customer experience? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Alan Nance, pioneer of Experience Level Agreements (XLAs) and ITSM Hall of Fame inductee, to explore why traditional service metrics fall short, how to shift from efficiency to productivity mindsets, and why measuring experience is crucial in today's economy. Whether you're struggling with customer retention or seeking to differentiate your service offering, this conversation delivers practical insights on moving beyond conventional SLAs to create meaningful experiences. Tune in to discover why the most successful organizations are focusing on experience over optimization and how to lead this transformation in your business.

Summary

Experience Level Agreements (XLAs) are revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of Experience Level Agreements, to explore how the shift from service economy to experience economy is transforming business metrics and customer relationships.

What You'll Learn:

• How to distinguish between the service economy (efficiency-focused) and experience economy (value of time-focused)
• Why traditional Service Level Agreements fail to capture true customer satisfaction and business value
• The "Experience Reference Matrix" framework for measuring and improving stakeholder experiences
• How to balance AI implementation with maintaining authentic human connections
• Why empowering employees is crucial for delivering exceptional customer experiences
• The "Camelot Moment" principle for creating transformative team alignment and innovation
• How to build effective ecosystems for delivering modern business value propositions
• Why measuring sentiment alone isn't enough - understanding the rationale behind it is crucial
• The critical difference between productivity (doing more with the same) and efficiency (doing the same with less)
• How to avoid over-optimizing experiences at the expense of human connection

About the Guest(s)

Alan Nance is a strategic technology leader and pioneer of Experience Level Agreements (XLAs), 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. With a unique background combining sociology and technology leadership, he has been instrumental in reshaping how organizations measure and deliver experiences, including his notable role as a keynote speaker at the 1992 launch of ITIL. In this episode, Alan shares crucial insights on the shift from service economy to experience economy, offering strategic guidance for service leaders looking to implement experience-based measurements and governance. His work with the XLA Institute continues to influence how global organizations approach experience management, making him a leading voice in the evolution of service delivery and customer experience measurement.

Part One includes:

[00:00] Intro: Experience Level Agreements - The Missing Metric?

[08:43] Evolution from Service to Experience Economy

[15:04] Common Misconceptions About Experience Management

[26:31] The Core Elements of Experience Level Agreements

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch on YouTube: