Short on time? Here's an overview:
With the rapid and pervasive transformation of the digital workplace comes new levels of complexity in identifying the worker experience. As a result, new experience-oriented frameworks are becoming indispensable in modern working environments, in which the emerging need for a Unified Experience Management™ (UXM) viewpoint is booming – pivoting from simply managing IT services to providing consistent meaningful employee experience, helping to drive business value.
Beyond service levels: Measuring experience through XLAs
The workplace today can be anywhere from a remote office to a transatlantic plane. Workers now expect the same tools, access, connectivity, and experience wherever they are. The result is that experience (technology and services) inspires some and disrupts others. Successful organizations will go a step beyond digital parity and ensure experience parity – offering an excellent employee experience for all. Unisys can transform the way we measure success with clients through the implementation of Experience Level Agreements (XLAs). Beyond answering "what to do and how well to do it" (SLAs and KPIs), XLAs are committed to delivering a defined experience that measures "how do you feel we did"? Our approach will transform the perspective and effectiveness of IT delivery, with insights for key stakeholders to see what matters most to the workforce.