Employee Experience advising and certification courses

Mastering the XLA Framework | Mastering the XMO

CitrusCollab is made up of fiercely independent thinkers who apply the Art & Science of Experience to the design and delivery of exceptional digital experience.  

In a recent poll, only 2.7 percent of respondents said they were happy with their Service Level Agreements (SLAs). Additionally, 87% responded their SLAs are internally focused and are not about the customer, the employee or the experience. Source: May 2019, ITSM Academy.  

Our mission is to fix this.  As professionals, we have spent years conversing, considering, and contemplating how to improve customer and employee experience. In early 2019 we launched the Collab - with some of the best and brightest - to tackle this problem. 

Working together, we help build your eXperience Level Agreements (XLAs) with our proven XLA Framework. Then, we establish your eXperience Management Office (XMO) to ensure you are delivering experience that makes your employees and customers happy.

zesty thought...

People will forget what you said, people will forget what you did, but they will never forget 

how you made them feel.

Envisioning - Enabling - Embracing

Envisioning eXperience to see the possibilities and promise of experience and eXperience Level Agreements (XLAs).

  • What can I expect
  • What’s in it for me
  • What if I don’t do this

Enabling eXperience through deep business intelligence on existing experience realities using unique, innovative methods and sources.

  • What is reality now
  • What does it take to implement
  • What are the patterns
  • What are the possibilities
  • What are the pathways forward

Embracing eXperience by taking the patterns, possibilities, and pathways into an experience business solution. 

  • How does the pathway work
  • How to implement the pathway
  • How to govern experience
  • How to improve experience
  • How to embrace experience

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zesty thought...

 “If people like you, they'll listen to you, but if they trust you, they'll do business with you. ~ Zig Ziglar 

With our customers, we have co-created solutions to generate millions of dollars in new revenue streams and improved employee and customer experiences