Envisioning | Enabling | Embracing | eXperience Level Agreements (XLAs)
CitrusCollab is made up of fiercely independent thinkers who apply the Art & Science of Experience to co-create the design and delivery of better customer experience. Allowing organizations to offer products and services that make everyone feel good about interacting with them.
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 have co-created an end-to-end approach that starts with conversations well before any service journey begins and weaves all the way through the eXperience Level Agreements (XLAs) built into contracts.
"Effectively, change is almost impossible without industry-wide collaboration, cooperation, and consensus."
~ Simon Mainwaring
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