TECH BUYER Dec 2021 - IDC TechBrief - Doc # EUR148404821

IDC TechBrief: Experience-Level Agreements


Meike Escherich

This IDC TechBrief examines the benefits of using experience-level agreements (XLAs) to improve users' engagement with technology provisions in their workplace. The ongoing shift to new work models and increase in digital transformation initiatives has shifted employers' intent away from processes such as time per ticket resolution or average delivery time to employee experiences

"Experience-level agreements create business value by focusing on the end-to-end experience, whether to support digital workplace transformation or to boost customer satisfaction and business profitability," said Meike Escherich, associate research director, Future of Work at IDC. "Not implementing XLAs carries the inherent risk of staff attrition and the inability to attract new talent. Unhappy employees are disengaged and ultimately unproductive."



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