Envisioning | Enabling | Embracing | eXperience Level Agreements (XLAs)
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.
People will forget what you said, people will forget what you did, but they will never forget
how you made them feel.
Envisioning eXperience to see the possibilities and promise of experience and eXperience Level Agreements (XLAs).
Enabling eXperience through deep business intelligence on existing experience realities using unique, innovative methods and sources.
Embracing eXperience by taking the patterns, possibilities, and pathways into an experience business solution.
“If people like you, they'll listen to you, but if they trust you, they'll do business with you.” ~ Zig Ziglar