SlideShare a Scribd company logo
Alan Nance
Co-Founder and Managing Partner
CitrusCollab
What 'Experience' Means
For Enlightened Executives
• Business focus is moving from service to experience
• Organisations are exploring possibilities outside of their traditional boundaries,
whether this is an ecosystem, a coalition, or a trading arrangement
• Your battleground for relevance is moving away from people, process and technology
to experience insights, design, delivery and management
The science of experience, underpinned by XLAs is an essential capability
What would I like you to believe?
Vatican 2005 Vatican 2013
In today’s world, our staff, our business colleagues, and our
customers are all producers and consumers
They are no longer end-users at the terminal of a service
In a world that has changed so much, shouldn’t we change the way
we interact with that world?
The end-user as a concept is dead
The business consumer is king
End-users = people
• Create digital solutions that excite beyond the usual measures of business viability
and technical feasibility
• Consumers need not know how a solution was created; instead, they want an
emotional need met
• Build an emotional journey for IT with logic sprinkled in; not a logical journey
aggressively managed with technical key performance indicators (KPIs)
• One-IT focussed on improving the experience for all staff, and all customers
The new challenge for enlightened executives
• Recent ITSM Academy poll:
• 2.7% happy with their service level agreements
(SLAs)
• 87% said SLAs are internally focussed and are
not about the customer, the employee, or the
experience
• Giarte, inventors of XLA report:
• Less than 2% of KPIs used today have anything
to do with the experience of customers or
employees
• The average satisfaction of a service desk hasn’t
moved in 10 years
Source: Harvard Business Review Analytic Services Survey, 2017
Where do we stand?
ORGANISATIONS AREN’T READY TO DELIVER
SUPERIOR CUSTOMER EXPERIENCES
Percentage indicating that a superior customer experience is
important and whether the organisation has the needed tools
and skills
A superior customer
experience is important to
our organisation’s success
86%
STRONGLY
AGREE
34%
STRONGLY
AGREE
Our organisation has the tools
and skills to deliver superior
customer experiences
Enlightened executives know people define success
35%
25%
20%
15% 15% 15% 15%
10%
Building great
teams
Transform
culture of IT
team
Customer
focussed
Centralised IT
functions
Strong
leadership
team
Developing
staff
Products
focussed
Driving KPIs
% of CIOs who accredit their success to below factors
75%
of CIOs believe the key to
success for them is grounded
in the success of their
teams
compared to only
10%
who accredit it to driving
KPIs
Enlightened executives are connected
70% 18%
% of enlightened CIOs
active on LinkedIn
% of conservative CIOs
active on LinkedIn
Sentiment is important
“People will forget what you
said, people will forget what
you did, but people will
never forget how you made
them feel.”
Maya Angelou
1928 – 2014
Fight the watermelon
Grow a kiwi
Moving from a defined
service after the contract to
to an experience before the
contract
“Individuals are exercising their power at
a level not witnessed before.
Whether they are consumers or
colleagues, every interaction with you is
a chance for them to vote with their
wallet or their feet.
That vote is primarily emotional.
They can choose to invest in you, tolerate
you, or walk away.”
• Experience shapes people’s opinions,
decisions and actions
• Experience is cumulative
• Perception really is reality
• Experience has consequences
• Every delivery action, no matter how
small or buried in the organisation,
affects experience
• Experience is about outcomes, not
steps in a process
Why does experience matter?
The evolution from SLA to XLA is a journey
What have we learnt from enlightened executives?
Experience Level Agreements (XLAs)
• are NOT upgraded SLAs
• do NOT replace SLAs – XLAs are to SLAs, what Einstein is to Newton
• are designed based on data most currently do not use, or have
Execution of XLAs require different design processes,
a different culture, different governance, and augmented tooling
What would I like you to know?
• A dialogue between stakeholders
• Shared context combines what others know well with what we know differently
• Shared context, amplifies respect
• XLA has respect at its core
• SLA is a contract, but an XLA is a commitment
XLA
“When you change the way
you look at things,
the things you
look at change”
Nobel Prize Winner, Physics
Max Planck
1815 - 1947
Experience in context
Doing what you’re
supposed to do
Satisfaction
Output-based
Experience
Outcome based
Doing what
really matters
The expectation gap between IT and the business
XLAs connect technical
performance with customer
perceptions across all IT
transactions and interactions
TECHNOLOGY
XLAs bridge the
gap
OUTCOMES
IT: You’re going to love the
upgrade to Office365 Meanwhile in the business…
Output vs. outcome
Output
Technical uptime
Function points
Story points
Code production
Team efficiency
Outcome
Business availability
Customer delight
Employee engagement
Commercial impact
Time to market
Comparing SLA to XLA
SLA
• SLA contracts were created over 30 years ago to solve a
particular definition problem in service management:
• What is supplier to do?
• How is supplier to do it?
• How well is supplier to do it?
• A stew benefits from a little spice. A bucket full of spice
(KPIs) does not make the stew (SLAs) better
• Transactional and output based
• Only measure a percentage of actual technical
transactions that were selected at time of contract
• Adversarial in nature with many sticks, few carrots
XLA
• An experience commitment before a contract to
create positive sentiment around a product,
service or interaction:
• Are our customers happy?
• Are we doing what matters to the business?
• Are we improving experience?
• A dialogue between stakeholders embracing
empathy and respect as vital to success
• Aspirational and outcome based, built on respect
• Measures moments of time that reflect the
cumulative quality of the customer relationship
• Continuum of consequences with a range of
carrots and sticks
Comparing SLA to XLA
In with XLAs and out with SLAs?
• SLAs remain a pre-requisite for XLAs, just
do not need so many KPIs or all the
technical reporting
• We need to combine X-data from XLAs
with O-data from SLAs to create an
appropriate experience
Science of experience at work
An evolutionary approach: play to strengths
Absolutely not
Experience is the reason we do
“people, process, technology”
Layering X and O data
Desired Experience
XLA
Experience indicators
(XIs)
SLA
KPIs
XLA
Experience indicators
(XIs)
SLA
KPIs
XLA
Experience indicators
(XIs)
SLA
KPIS
X-Data
O-Data
"Conversation is a meeting of minds with different memories and habits.
When minds meet, they don't just exchange facts: they transform them, reshape
them, draw different implications from them, engage in new trains of thought.
Conversation doesn't just reshuffle the cards: it creates new cards."
Prof. DR. Theodore Zeldin
From interacting to conversing
We can’t keep doing the same things
if we desire other outcomes
A new governance approach
Desired Experience
XLA
Experience Indicators (XIs)
SLA
KPIs
XLA
Experience indicators
(XIs)
SLA
KPIs
XLA
Experience Indicators (XIs)
SLA
KPIS
X-Data
O-Data
XLAs
SLAs
✓ ✓ ✓ ✓
CONTRACT MEASURES SCIENCE OF EXPERIENCE GOVERNANCE
A new governance mindset
Changes to the way we govern –
what matters to the business?
Business experience alignment:
what matters to the business
• Business experience score
• Business updates
• One IT experience score
• Talent pool, status and changes
• Key milestones ahead
©CITRUSCOLLAB 2019 – ALL RIGHTS RESERVED. DO NOT REPRODUCE.
What matters to the
business
Innovation alignment:
Are we getting better?
• Continuous improvement status
(sources, actions, results)
• Contract change review (CR) –
investments, status, outcomes
• Innovation through new ways of
working (automation, initiatives
based on outside-in experiences,
use the supplier ecosystem)
• Disruptive innovation. New things
that will enhance the business
experience
©CITRUSCOLLAB 2019 – ALL RIGHTS RESERVED. DO NOT REPRODUCE.
Are we getting better?
Governance of business innovation
Business viability alignment:
IT’s relationship with its suppliers?
• IT experience score
• Full-stack currency
• Security
• Talent pool
• CR status
©CITRUSCOLLAB 2019 – ALL RIGHTS RESERVED. DO NOT REPRODUCE.
Can we guarantee
experience over the longer
term?
Governance of business viability
1. Imagine how you (want to) make people feel about
your service, product, or you
2. Imagine, how might you change from a service desk to
an experience desk?
3. Imagine, how might you change from a call center to a
conversation center?
4. Imagine, how might you change from a service
management organisation to an experience
management organisation?
5. Rethink how you need to govern
6. Rethink the relationship between SLA and XLA
What would I like you to do?
Always remember
The core message of XLA, and the science of experience
“People will forget what you
said, people will forget what
you did, but people will
never forget how you made
them feel.”
Maya Angelou
1928 – 2014
Thank you
@alan_nance
@citruscollab

More Related Content

What's hot

Discussion on service experience with ServiceNow and Nexthink
Discussion on service experience with ServiceNow and NexthinkDiscussion on service experience with ServiceNow and Nexthink
Discussion on service experience with ServiceNow and Nexthink
nexthink
 
Fragile to agile in 24 months: Doing "IT" differently at the NHS
Fragile to agile in 24 months: Doing "IT" differently at the NHSFragile to agile in 24 months: Doing "IT" differently at the NHS
Fragile to agile in 24 months: Doing "IT" differently at the NHS
nexthink
 
Three million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experienceThree million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experience
nexthink
 
What’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experienceWhat’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experience
nexthink
 
SLA to XLA Workshop, Edinburgh 2019
SLA to XLA Workshop, Edinburgh 2019SLA to XLA Workshop, Edinburgh 2019
SLA to XLA Workshop, Edinburgh 2019
nexthink
 
How to drive superior user experience the Toyota way
How to drive superior user experience the Toyota wayHow to drive superior user experience the Toyota way
How to drive superior user experience the Toyota way
nexthink
 
From SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service deliveryFrom SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service delivery
nexthink
 
How To Choose The Right HR Software - 7 Steps To Success
How To Choose The Right HR Software - 7 Steps To SuccessHow To Choose The Right HR Software - 7 Steps To Success
How To Choose The Right HR Software - 7 Steps To Success
CoreHR
 
User Experience (UX) and Digital Transformation : The Why, What, and How
User Experience (UX) and Digital Transformation : The Why, What, and HowUser Experience (UX) and Digital Transformation : The Why, What, and How
User Experience (UX) and Digital Transformation : The Why, What, and How
NUS-ISS
 
How to get a HR system in place fast.
How to get a HR system in place fast.How to get a HR system in place fast.
How to get a HR system in place fast.
CoreHR
 
Top Digital Transformation Trends (2020)
Top Digital Transformation Trends (2020)Top Digital Transformation Trends (2020)
Top Digital Transformation Trends (2020)
Cygnet Infotech
 
Application Portfolio Management Strategies that Accelerate Digital Transform...
Application Portfolio Management Strategies that Accelerate Digital Transform...Application Portfolio Management Strategies that Accelerate Digital Transform...
Application Portfolio Management Strategies that Accelerate Digital Transform...
Mendix
 
Empired Convergence 2017 - Bringing your People on the Change Journey
Empired Convergence 2017 - Bringing your People on the Change JourneyEmpired Convergence 2017 - Bringing your People on the Change Journey
Empired Convergence 2017 - Bringing your People on the Change Journey
Empired
 
Why Digital transformation and Tech savviness skills are so important?
Why Digital transformation and Tech savviness skills are so important?Why Digital transformation and Tech savviness skills are so important?
Why Digital transformation and Tech savviness skills are so important?
K. M. Hasan Ripon FRSA
 
Talent Acquisition and Development in the New Normal
Talent Acquisition and Development in the New NormalTalent Acquisition and Development in the New Normal
Talent Acquisition and Development in the New Normal
NUS-ISS
 
Defining Your Breakout IoT Strategy
Defining Your Breakout IoT StrategyDefining Your Breakout IoT Strategy
Defining Your Breakout IoT Strategy
Mendix
 
10 Steps to Ensure Smooth and Profitable Digital Transformation
10 Steps to Ensure Smooth and Profitable Digital Transformation10 Steps to Ensure Smooth and Profitable Digital Transformation
10 Steps to Ensure Smooth and Profitable Digital Transformation
Evelina Deleanu
 
Roy Atkinson - Closing keynote
Roy Atkinson - Closing keynote Roy Atkinson - Closing keynote
Roy Atkinson - Closing keynote
itSMF UK
 
Alan Nance: The Battle for Relevance
Alan Nance: The Battle for RelevanceAlan Nance: The Battle for Relevance
Alan Nance: The Battle for Relevance
itSMF UK
 
DevOps Transformation at Healthcare of Ontario Pension Plan (HOOPP)
DevOps Transformation at Healthcare of Ontario Pension Plan (HOOPP)DevOps Transformation at Healthcare of Ontario Pension Plan (HOOPP)
DevOps Transformation at Healthcare of Ontario Pension Plan (HOOPP)
PagerDuty
 

What's hot (20)

Discussion on service experience with ServiceNow and Nexthink
Discussion on service experience with ServiceNow and NexthinkDiscussion on service experience with ServiceNow and Nexthink
Discussion on service experience with ServiceNow and Nexthink
 
Fragile to agile in 24 months: Doing "IT" differently at the NHS
Fragile to agile in 24 months: Doing "IT" differently at the NHSFragile to agile in 24 months: Doing "IT" differently at the NHS
Fragile to agile in 24 months: Doing "IT" differently at the NHS
 
Three million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experienceThree million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experience
 
What’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experienceWhat’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experience
 
SLA to XLA Workshop, Edinburgh 2019
SLA to XLA Workshop, Edinburgh 2019SLA to XLA Workshop, Edinburgh 2019
SLA to XLA Workshop, Edinburgh 2019
 
How to drive superior user experience the Toyota way
How to drive superior user experience the Toyota wayHow to drive superior user experience the Toyota way
How to drive superior user experience the Toyota way
 
From SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service deliveryFrom SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service delivery
 
How To Choose The Right HR Software - 7 Steps To Success
How To Choose The Right HR Software - 7 Steps To SuccessHow To Choose The Right HR Software - 7 Steps To Success
How To Choose The Right HR Software - 7 Steps To Success
 
User Experience (UX) and Digital Transformation : The Why, What, and How
User Experience (UX) and Digital Transformation : The Why, What, and HowUser Experience (UX) and Digital Transformation : The Why, What, and How
User Experience (UX) and Digital Transformation : The Why, What, and How
 
How to get a HR system in place fast.
How to get a HR system in place fast.How to get a HR system in place fast.
How to get a HR system in place fast.
 
Top Digital Transformation Trends (2020)
Top Digital Transformation Trends (2020)Top Digital Transformation Trends (2020)
Top Digital Transformation Trends (2020)
 
Application Portfolio Management Strategies that Accelerate Digital Transform...
Application Portfolio Management Strategies that Accelerate Digital Transform...Application Portfolio Management Strategies that Accelerate Digital Transform...
Application Portfolio Management Strategies that Accelerate Digital Transform...
 
Empired Convergence 2017 - Bringing your People on the Change Journey
Empired Convergence 2017 - Bringing your People on the Change JourneyEmpired Convergence 2017 - Bringing your People on the Change Journey
Empired Convergence 2017 - Bringing your People on the Change Journey
 
Why Digital transformation and Tech savviness skills are so important?
Why Digital transformation and Tech savviness skills are so important?Why Digital transformation and Tech savviness skills are so important?
Why Digital transformation and Tech savviness skills are so important?
 
Talent Acquisition and Development in the New Normal
Talent Acquisition and Development in the New NormalTalent Acquisition and Development in the New Normal
Talent Acquisition and Development in the New Normal
 
Defining Your Breakout IoT Strategy
Defining Your Breakout IoT StrategyDefining Your Breakout IoT Strategy
Defining Your Breakout IoT Strategy
 
10 Steps to Ensure Smooth and Profitable Digital Transformation
10 Steps to Ensure Smooth and Profitable Digital Transformation10 Steps to Ensure Smooth and Profitable Digital Transformation
10 Steps to Ensure Smooth and Profitable Digital Transformation
 
Roy Atkinson - Closing keynote
Roy Atkinson - Closing keynote Roy Atkinson - Closing keynote
Roy Atkinson - Closing keynote
 
Alan Nance: The Battle for Relevance
Alan Nance: The Battle for RelevanceAlan Nance: The Battle for Relevance
Alan Nance: The Battle for Relevance
 
DevOps Transformation at Healthcare of Ontario Pension Plan (HOOPP)
DevOps Transformation at Healthcare of Ontario Pension Plan (HOOPP)DevOps Transformation at Healthcare of Ontario Pension Plan (HOOPP)
DevOps Transformation at Healthcare of Ontario Pension Plan (HOOPP)
 

Similar to What 'experience' means for enlightened executives

Empired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experienceEmpired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experience
Empired
 
TSI - 2015 service offering emphasizing TECHNOLOGY EXPERTISE
TSI -  2015 service offering emphasizing TECHNOLOGY EXPERTISETSI -  2015 service offering emphasizing TECHNOLOGY EXPERTISE
TSI - 2015 service offering emphasizing TECHNOLOGY EXPERTISE
Dan Feely
 
How Agile support digital transformation - practical lesson at Magestore.com
How Agile support digital transformation - practical lesson at Magestore.comHow Agile support digital transformation - practical lesson at Magestore.com
How Agile support digital transformation - practical lesson at Magestore.com
Steve Ngo
 
Customer Experience Metrics - Beyond Philosophy
Customer Experience Metrics - Beyond PhilosophyCustomer Experience Metrics - Beyond Philosophy
Customer Experience Metrics - Beyond Philosophy
BeyondPhilosophyUSA
 
Shared services - A Strategic Cost Management Platform
Shared services - A Strategic Cost Management PlatformShared services - A Strategic Cost Management Platform
Shared services - A Strategic Cost Management Platform
Sanjay Chaudhuri
 
Executing Customer Intimacy in Data Science Projects
Executing Customer Intimacy in Data Science ProjectsExecuting Customer Intimacy in Data Science Projects
Executing Customer Intimacy in Data Science Projects
Wide Vision Analytics
 
Michael Makukha
Michael MakukhaMichael Makukha
Michael Makukha
Lviv Startup Club
 
Globalising HR shared Services
Globalising HR shared ServicesGlobalising HR shared Services
Globalising HR shared Services
Patrick Acheampong
 
ITIL4 – 26.11.2020
ITIL4 – 26.11.2020ITIL4 – 26.11.2020
ITIL4 – 26.11.2020
itSMF Belgium
 
Agile Network India | Make your Agile Transformation Successful | Varghese Da...
Agile Network India | Make your Agile Transformation Successful | Varghese Da...Agile Network India | Make your Agile Transformation Successful | Varghese Da...
Agile Network India | Make your Agile Transformation Successful | Varghese Da...
AgileNetwork
 
HWZ-Darden Konferenz: Leadership in the new
HWZ-Darden Konferenz: Leadership in the newHWZ-Darden Konferenz: Leadership in the new
HWZ-Darden Konferenz: Leadership in the new
HWZ Hochschule für Wirtschaft
 
How to design Global Business Services and Shared Services Future Ready
How to design Global Business Services and Shared Services Future ReadyHow to design Global Business Services and Shared Services Future Ready
How to design Global Business Services and Shared Services Future Ready
Anirvan Sen
 
Hr cloud, arn, 26 june 2013, v2
Hr cloud, arn, 26 june 2013, v2Hr cloud, arn, 26 june 2013, v2
Hr cloud, arn, 26 june 2013, v2
Anand Ramachandran
 
ملتقى 2016 - اليوم الثاني: هندسة التحول المؤسسي: الطريق إلى التميز والإستدامة...
ملتقى 2016 - اليوم الثاني: هندسة التحول المؤسسي: الطريق إلى التميز والإستدامة...ملتقى 2016 - اليوم الثاني: هندسة التحول المؤسسي: الطريق إلى التميز والإستدامة...
ملتقى 2016 - اليوم الثاني: هندسة التحول المؤسسي: الطريق إلى التميز والإستدامة...
Excellence Dayz - ملتقى التميز المؤسسي
 
OE 4.0 and the Autonomous Plant
OE 4.0 and the Autonomous PlantOE 4.0 and the Autonomous Plant
OE 4.0 and the Autonomous Plant
Yokogawa1
 
Operations in Exit Planning
Operations in Exit PlanningOperations in Exit Planning
Operations in Exit Planning
Steve Ronan
 
Operation Excellent.pptx
Operation Excellent.pptxOperation Excellent.pptx
Operation Excellent.pptx
IbobAtsuga
 
Organisational principles for digital collaboration - keynote at Enterprise 2...
Organisational principles for digital collaboration - keynote at Enterprise 2...Organisational principles for digital collaboration - keynote at Enterprise 2...
Organisational principles for digital collaboration - keynote at Enterprise 2...
David Terrar
 
Putting customer experience at the heart of your digital transformation
Putting customer experience at the heart of your digital transformationPutting customer experience at the heart of your digital transformation
Putting customer experience at the heart of your digital transformation
Digital Works Consulting
 
[DSC MENA 24] Ahmed_Refaay_- Where to Start Your Data Analytics Journey.pptx
[DSC MENA 24] Ahmed_Refaay_- Where to Start Your Data Analytics Journey.pptx[DSC MENA 24] Ahmed_Refaay_- Where to Start Your Data Analytics Journey.pptx
[DSC MENA 24] Ahmed_Refaay_- Where to Start Your Data Analytics Journey.pptx
DataScienceConferenc1
 

Similar to What 'experience' means for enlightened executives (20)

Empired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experienceEmpired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experience
 
TSI - 2015 service offering emphasizing TECHNOLOGY EXPERTISE
TSI -  2015 service offering emphasizing TECHNOLOGY EXPERTISETSI -  2015 service offering emphasizing TECHNOLOGY EXPERTISE
TSI - 2015 service offering emphasizing TECHNOLOGY EXPERTISE
 
How Agile support digital transformation - practical lesson at Magestore.com
How Agile support digital transformation - practical lesson at Magestore.comHow Agile support digital transformation - practical lesson at Magestore.com
How Agile support digital transformation - practical lesson at Magestore.com
 
Customer Experience Metrics - Beyond Philosophy
Customer Experience Metrics - Beyond PhilosophyCustomer Experience Metrics - Beyond Philosophy
Customer Experience Metrics - Beyond Philosophy
 
Shared services - A Strategic Cost Management Platform
Shared services - A Strategic Cost Management PlatformShared services - A Strategic Cost Management Platform
Shared services - A Strategic Cost Management Platform
 
Executing Customer Intimacy in Data Science Projects
Executing Customer Intimacy in Data Science ProjectsExecuting Customer Intimacy in Data Science Projects
Executing Customer Intimacy in Data Science Projects
 
Michael Makukha
Michael MakukhaMichael Makukha
Michael Makukha
 
Globalising HR shared Services
Globalising HR shared ServicesGlobalising HR shared Services
Globalising HR shared Services
 
ITIL4 – 26.11.2020
ITIL4 – 26.11.2020ITIL4 – 26.11.2020
ITIL4 – 26.11.2020
 
Agile Network India | Make your Agile Transformation Successful | Varghese Da...
Agile Network India | Make your Agile Transformation Successful | Varghese Da...Agile Network India | Make your Agile Transformation Successful | Varghese Da...
Agile Network India | Make your Agile Transformation Successful | Varghese Da...
 
HWZ-Darden Konferenz: Leadership in the new
HWZ-Darden Konferenz: Leadership in the newHWZ-Darden Konferenz: Leadership in the new
HWZ-Darden Konferenz: Leadership in the new
 
How to design Global Business Services and Shared Services Future Ready
How to design Global Business Services and Shared Services Future ReadyHow to design Global Business Services and Shared Services Future Ready
How to design Global Business Services and Shared Services Future Ready
 
Hr cloud, arn, 26 june 2013, v2
Hr cloud, arn, 26 june 2013, v2Hr cloud, arn, 26 june 2013, v2
Hr cloud, arn, 26 june 2013, v2
 
ملتقى 2016 - اليوم الثاني: هندسة التحول المؤسسي: الطريق إلى التميز والإستدامة...
ملتقى 2016 - اليوم الثاني: هندسة التحول المؤسسي: الطريق إلى التميز والإستدامة...ملتقى 2016 - اليوم الثاني: هندسة التحول المؤسسي: الطريق إلى التميز والإستدامة...
ملتقى 2016 - اليوم الثاني: هندسة التحول المؤسسي: الطريق إلى التميز والإستدامة...
 
OE 4.0 and the Autonomous Plant
OE 4.0 and the Autonomous PlantOE 4.0 and the Autonomous Plant
OE 4.0 and the Autonomous Plant
 
Operations in Exit Planning
Operations in Exit PlanningOperations in Exit Planning
Operations in Exit Planning
 
Operation Excellent.pptx
Operation Excellent.pptxOperation Excellent.pptx
Operation Excellent.pptx
 
Organisational principles for digital collaboration - keynote at Enterprise 2...
Organisational principles for digital collaboration - keynote at Enterprise 2...Organisational principles for digital collaboration - keynote at Enterprise 2...
Organisational principles for digital collaboration - keynote at Enterprise 2...
 
Putting customer experience at the heart of your digital transformation
Putting customer experience at the heart of your digital transformationPutting customer experience at the heart of your digital transformation
Putting customer experience at the heart of your digital transformation
 
[DSC MENA 24] Ahmed_Refaay_- Where to Start Your Data Analytics Journey.pptx
[DSC MENA 24] Ahmed_Refaay_- Where to Start Your Data Analytics Journey.pptx[DSC MENA 24] Ahmed_Refaay_- Where to Start Your Data Analytics Journey.pptx
[DSC MENA 24] Ahmed_Refaay_- Where to Start Your Data Analytics Journey.pptx
 

Recently uploaded

Camunda Chapter NY Meetup July 2024.pptx
Camunda Chapter NY Meetup July 2024.pptxCamunda Chapter NY Meetup July 2024.pptx
Camunda Chapter NY Meetup July 2024.pptx
ZachWylie3
 
UX Webinar Series: Essentials for Adopting Passkeys as the Foundation of your...
UX Webinar Series: Essentials for Adopting Passkeys as the Foundation of your...UX Webinar Series: Essentials for Adopting Passkeys as the Foundation of your...
UX Webinar Series: Essentials for Adopting Passkeys as the Foundation of your...
FIDO Alliance
 
Garbage In, Garbage Out: Why poor data curation is killing your AI models (an...
Garbage In, Garbage Out: Why poor data curation is killing your AI models (an...Garbage In, Garbage Out: Why poor data curation is killing your AI models (an...
Garbage In, Garbage Out: Why poor data curation is killing your AI models (an...
Zilliz
 
What's New in Teams Calling, Meetings, Devices June 2024
What's New in Teams Calling, Meetings, Devices June 2024What's New in Teams Calling, Meetings, Devices June 2024
What's New in Teams Calling, Meetings, Devices June 2024
Stephanie Beckett
 
Finetuning GenAI For Hacking and Defending
Finetuning GenAI For Hacking and DefendingFinetuning GenAI For Hacking and Defending
Finetuning GenAI For Hacking and Defending
Priyanka Aash
 
NVIDIA at Breakthrough Discuss for Space Exploration
NVIDIA at Breakthrough Discuss for Space ExplorationNVIDIA at Breakthrough Discuss for Space Exploration
NVIDIA at Breakthrough Discuss for Space Exploration
Alison B. Lowndes
 
Connector Corner: Leveraging Snowflake Integration for Smarter Decision Making
Connector Corner: Leveraging Snowflake Integration for Smarter Decision MakingConnector Corner: Leveraging Snowflake Integration for Smarter Decision Making
Connector Corner: Leveraging Snowflake Integration for Smarter Decision Making
DianaGray10
 
leewayhertz.com-Generative AI tech stack Frameworks infrastructure models and...
leewayhertz.com-Generative AI tech stack Frameworks infrastructure models and...leewayhertz.com-Generative AI tech stack Frameworks infrastructure models and...
leewayhertz.com-Generative AI tech stack Frameworks infrastructure models and...
alexjohnson7307
 
UX Webinar Series: Aligning Authentication Experiences with Business Goals
UX Webinar Series: Aligning Authentication Experiences with Business GoalsUX Webinar Series: Aligning Authentication Experiences with Business Goals
UX Webinar Series: Aligning Authentication Experiences with Business Goals
FIDO Alliance
 
Computer HARDWARE presenattion by CWD students class 10
Computer HARDWARE presenattion by CWD students class 10Computer HARDWARE presenattion by CWD students class 10
Computer HARDWARE presenattion by CWD students class 10
ankush9927
 
Zaitechno Handheld Raman Spectrometer.pdf
Zaitechno Handheld Raman Spectrometer.pdfZaitechno Handheld Raman Spectrometer.pdf
Zaitechno Handheld Raman Spectrometer.pdf
AmandaCheung15
 
Mastering Board Best Practices: Essential Skills for Effective Non-profit Lea...
Mastering Board Best Practices: Essential Skills for Effective Non-profit Lea...Mastering Board Best Practices: Essential Skills for Effective Non-profit Lea...
Mastering Board Best Practices: Essential Skills for Effective Non-profit Lea...
OnBoard
 
LeadMagnet IQ Review: Unlock the Secret to Effortless Traffic and Leads.pdf
LeadMagnet IQ Review:  Unlock the Secret to Effortless Traffic and Leads.pdfLeadMagnet IQ Review:  Unlock the Secret to Effortless Traffic and Leads.pdf
LeadMagnet IQ Review: Unlock the Secret to Effortless Traffic and Leads.pdf
SelfMade bd
 
Acumatica vs. Sage Intacct _Construction_July (1).pptx
Acumatica vs. Sage Intacct _Construction_July (1).pptxAcumatica vs. Sage Intacct _Construction_July (1).pptx
Acumatica vs. Sage Intacct _Construction_July (1).pptx
BrainSell Technologies
 
Improving Learning Content Efficiency with Reusable Learning Content
Improving Learning Content Efficiency with Reusable Learning ContentImproving Learning Content Efficiency with Reusable Learning Content
Improving Learning Content Efficiency with Reusable Learning Content
Enterprise Knowledge
 
Opencast Summit 2024 — Opencast @ University of Münster
Opencast Summit 2024 — Opencast @ University of MünsterOpencast Summit 2024 — Opencast @ University of Münster
Opencast Summit 2024 — Opencast @ University of Münster
Matthias Neugebauer
 
Mastering OnlyFans Clone App Development: Key Strategies for Success
Mastering OnlyFans Clone App Development: Key Strategies for SuccessMastering OnlyFans Clone App Development: Key Strategies for Success
Mastering OnlyFans Clone App Development: Key Strategies for Success
David Wilson
 
Vulnerability Management: A Comprehensive Overview
Vulnerability Management: A Comprehensive OverviewVulnerability Management: A Comprehensive Overview
Vulnerability Management: A Comprehensive Overview
Steven Carlson
 
Premium Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Service ...
Premium Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Service ...Premium Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Service ...
Premium Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Service ...
shanihomely
 
The Path to General-Purpose Robots - Coatue
The Path to General-Purpose Robots - CoatueThe Path to General-Purpose Robots - Coatue
The Path to General-Purpose Robots - Coatue
Razin Mustafiz
 

Recently uploaded (20)

Camunda Chapter NY Meetup July 2024.pptx
Camunda Chapter NY Meetup July 2024.pptxCamunda Chapter NY Meetup July 2024.pptx
Camunda Chapter NY Meetup July 2024.pptx
 
UX Webinar Series: Essentials for Adopting Passkeys as the Foundation of your...
UX Webinar Series: Essentials for Adopting Passkeys as the Foundation of your...UX Webinar Series: Essentials for Adopting Passkeys as the Foundation of your...
UX Webinar Series: Essentials for Adopting Passkeys as the Foundation of your...
 
Garbage In, Garbage Out: Why poor data curation is killing your AI models (an...
Garbage In, Garbage Out: Why poor data curation is killing your AI models (an...Garbage In, Garbage Out: Why poor data curation is killing your AI models (an...
Garbage In, Garbage Out: Why poor data curation is killing your AI models (an...
 
What's New in Teams Calling, Meetings, Devices June 2024
What's New in Teams Calling, Meetings, Devices June 2024What's New in Teams Calling, Meetings, Devices June 2024
What's New in Teams Calling, Meetings, Devices June 2024
 
Finetuning GenAI For Hacking and Defending
Finetuning GenAI For Hacking and DefendingFinetuning GenAI For Hacking and Defending
Finetuning GenAI For Hacking and Defending
 
NVIDIA at Breakthrough Discuss for Space Exploration
NVIDIA at Breakthrough Discuss for Space ExplorationNVIDIA at Breakthrough Discuss for Space Exploration
NVIDIA at Breakthrough Discuss for Space Exploration
 
Connector Corner: Leveraging Snowflake Integration for Smarter Decision Making
Connector Corner: Leveraging Snowflake Integration for Smarter Decision MakingConnector Corner: Leveraging Snowflake Integration for Smarter Decision Making
Connector Corner: Leveraging Snowflake Integration for Smarter Decision Making
 
leewayhertz.com-Generative AI tech stack Frameworks infrastructure models and...
leewayhertz.com-Generative AI tech stack Frameworks infrastructure models and...leewayhertz.com-Generative AI tech stack Frameworks infrastructure models and...
leewayhertz.com-Generative AI tech stack Frameworks infrastructure models and...
 
UX Webinar Series: Aligning Authentication Experiences with Business Goals
UX Webinar Series: Aligning Authentication Experiences with Business GoalsUX Webinar Series: Aligning Authentication Experiences with Business Goals
UX Webinar Series: Aligning Authentication Experiences with Business Goals
 
Computer HARDWARE presenattion by CWD students class 10
Computer HARDWARE presenattion by CWD students class 10Computer HARDWARE presenattion by CWD students class 10
Computer HARDWARE presenattion by CWD students class 10
 
Zaitechno Handheld Raman Spectrometer.pdf
Zaitechno Handheld Raman Spectrometer.pdfZaitechno Handheld Raman Spectrometer.pdf
Zaitechno Handheld Raman Spectrometer.pdf
 
Mastering Board Best Practices: Essential Skills for Effective Non-profit Lea...
Mastering Board Best Practices: Essential Skills for Effective Non-profit Lea...Mastering Board Best Practices: Essential Skills for Effective Non-profit Lea...
Mastering Board Best Practices: Essential Skills for Effective Non-profit Lea...
 
LeadMagnet IQ Review: Unlock the Secret to Effortless Traffic and Leads.pdf
LeadMagnet IQ Review:  Unlock the Secret to Effortless Traffic and Leads.pdfLeadMagnet IQ Review:  Unlock the Secret to Effortless Traffic and Leads.pdf
LeadMagnet IQ Review: Unlock the Secret to Effortless Traffic and Leads.pdf
 
Acumatica vs. Sage Intacct _Construction_July (1).pptx
Acumatica vs. Sage Intacct _Construction_July (1).pptxAcumatica vs. Sage Intacct _Construction_July (1).pptx
Acumatica vs. Sage Intacct _Construction_July (1).pptx
 
Improving Learning Content Efficiency with Reusable Learning Content
Improving Learning Content Efficiency with Reusable Learning ContentImproving Learning Content Efficiency with Reusable Learning Content
Improving Learning Content Efficiency with Reusable Learning Content
 
Opencast Summit 2024 — Opencast @ University of Münster
Opencast Summit 2024 — Opencast @ University of MünsterOpencast Summit 2024 — Opencast @ University of Münster
Opencast Summit 2024 — Opencast @ University of Münster
 
Mastering OnlyFans Clone App Development: Key Strategies for Success
Mastering OnlyFans Clone App Development: Key Strategies for SuccessMastering OnlyFans Clone App Development: Key Strategies for Success
Mastering OnlyFans Clone App Development: Key Strategies for Success
 
Vulnerability Management: A Comprehensive Overview
Vulnerability Management: A Comprehensive OverviewVulnerability Management: A Comprehensive Overview
Vulnerability Management: A Comprehensive Overview
 
Premium Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Service ...
Premium Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Service ...Premium Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Service ...
Premium Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Service ...
 
The Path to General-Purpose Robots - Coatue
The Path to General-Purpose Robots - CoatueThe Path to General-Purpose Robots - Coatue
The Path to General-Purpose Robots - Coatue
 

What 'experience' means for enlightened executives

  • 1. Alan Nance Co-Founder and Managing Partner CitrusCollab What 'Experience' Means For Enlightened Executives
  • 2. • Business focus is moving from service to experience • Organisations are exploring possibilities outside of their traditional boundaries, whether this is an ecosystem, a coalition, or a trading arrangement • Your battleground for relevance is moving away from people, process and technology to experience insights, design, delivery and management The science of experience, underpinned by XLAs is an essential capability What would I like you to believe?
  • 4. In today’s world, our staff, our business colleagues, and our customers are all producers and consumers They are no longer end-users at the terminal of a service In a world that has changed so much, shouldn’t we change the way we interact with that world? The end-user as a concept is dead The business consumer is king End-users = people
  • 5. • Create digital solutions that excite beyond the usual measures of business viability and technical feasibility • Consumers need not know how a solution was created; instead, they want an emotional need met • Build an emotional journey for IT with logic sprinkled in; not a logical journey aggressively managed with technical key performance indicators (KPIs) • One-IT focussed on improving the experience for all staff, and all customers The new challenge for enlightened executives
  • 6. • Recent ITSM Academy poll: • 2.7% happy with their service level agreements (SLAs) • 87% said SLAs are internally focussed and are not about the customer, the employee, or the experience • Giarte, inventors of XLA report: • Less than 2% of KPIs used today have anything to do with the experience of customers or employees • The average satisfaction of a service desk hasn’t moved in 10 years Source: Harvard Business Review Analytic Services Survey, 2017 Where do we stand? ORGANISATIONS AREN’T READY TO DELIVER SUPERIOR CUSTOMER EXPERIENCES Percentage indicating that a superior customer experience is important and whether the organisation has the needed tools and skills A superior customer experience is important to our organisation’s success 86% STRONGLY AGREE 34% STRONGLY AGREE Our organisation has the tools and skills to deliver superior customer experiences
  • 7. Enlightened executives know people define success 35% 25% 20% 15% 15% 15% 15% 10% Building great teams Transform culture of IT team Customer focussed Centralised IT functions Strong leadership team Developing staff Products focussed Driving KPIs % of CIOs who accredit their success to below factors 75% of CIOs believe the key to success for them is grounded in the success of their teams compared to only 10% who accredit it to driving KPIs
  • 8. Enlightened executives are connected 70% 18% % of enlightened CIOs active on LinkedIn % of conservative CIOs active on LinkedIn
  • 9. Sentiment is important “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou 1928 – 2014
  • 11. Grow a kiwi Moving from a defined service after the contract to to an experience before the contract
  • 12. “Individuals are exercising their power at a level not witnessed before. Whether they are consumers or colleagues, every interaction with you is a chance for them to vote with their wallet or their feet. That vote is primarily emotional. They can choose to invest in you, tolerate you, or walk away.” • Experience shapes people’s opinions, decisions and actions • Experience is cumulative • Perception really is reality • Experience has consequences • Every delivery action, no matter how small or buried in the organisation, affects experience • Experience is about outcomes, not steps in a process Why does experience matter?
  • 13. The evolution from SLA to XLA is a journey What have we learnt from enlightened executives?
  • 14. Experience Level Agreements (XLAs) • are NOT upgraded SLAs • do NOT replace SLAs – XLAs are to SLAs, what Einstein is to Newton • are designed based on data most currently do not use, or have Execution of XLAs require different design processes, a different culture, different governance, and augmented tooling What would I like you to know?
  • 15. • A dialogue between stakeholders • Shared context combines what others know well with what we know differently • Shared context, amplifies respect • XLA has respect at its core • SLA is a contract, but an XLA is a commitment XLA
  • 16. “When you change the way you look at things, the things you look at change” Nobel Prize Winner, Physics Max Planck 1815 - 1947
  • 17. Experience in context Doing what you’re supposed to do Satisfaction Output-based Experience Outcome based Doing what really matters
  • 18. The expectation gap between IT and the business XLAs connect technical performance with customer perceptions across all IT transactions and interactions TECHNOLOGY XLAs bridge the gap OUTCOMES
  • 19. IT: You’re going to love the upgrade to Office365 Meanwhile in the business…
  • 20. Output vs. outcome Output Technical uptime Function points Story points Code production Team efficiency Outcome Business availability Customer delight Employee engagement Commercial impact Time to market
  • 22. SLA • SLA contracts were created over 30 years ago to solve a particular definition problem in service management: • What is supplier to do? • How is supplier to do it? • How well is supplier to do it? • A stew benefits from a little spice. A bucket full of spice (KPIs) does not make the stew (SLAs) better • Transactional and output based • Only measure a percentage of actual technical transactions that were selected at time of contract • Adversarial in nature with many sticks, few carrots XLA • An experience commitment before a contract to create positive sentiment around a product, service or interaction: • Are our customers happy? • Are we doing what matters to the business? • Are we improving experience? • A dialogue between stakeholders embracing empathy and respect as vital to success • Aspirational and outcome based, built on respect • Measures moments of time that reflect the cumulative quality of the customer relationship • Continuum of consequences with a range of carrots and sticks Comparing SLA to XLA
  • 23. In with XLAs and out with SLAs? • SLAs remain a pre-requisite for XLAs, just do not need so many KPIs or all the technical reporting • We need to combine X-data from XLAs with O-data from SLAs to create an appropriate experience Science of experience at work An evolutionary approach: play to strengths Absolutely not
  • 24. Experience is the reason we do “people, process, technology”
  • 25. Layering X and O data Desired Experience XLA Experience indicators (XIs) SLA KPIs XLA Experience indicators (XIs) SLA KPIs XLA Experience indicators (XIs) SLA KPIS X-Data O-Data
  • 26. "Conversation is a meeting of minds with different memories and habits. When minds meet, they don't just exchange facts: they transform them, reshape them, draw different implications from them, engage in new trains of thought. Conversation doesn't just reshuffle the cards: it creates new cards." Prof. DR. Theodore Zeldin From interacting to conversing
  • 27. We can’t keep doing the same things if we desire other outcomes A new governance approach
  • 28. Desired Experience XLA Experience Indicators (XIs) SLA KPIs XLA Experience indicators (XIs) SLA KPIs XLA Experience Indicators (XIs) SLA KPIS X-Data O-Data XLAs SLAs ✓ ✓ ✓ ✓ CONTRACT MEASURES SCIENCE OF EXPERIENCE GOVERNANCE A new governance mindset
  • 29. Changes to the way we govern – what matters to the business? Business experience alignment: what matters to the business • Business experience score • Business updates • One IT experience score • Talent pool, status and changes • Key milestones ahead ©CITRUSCOLLAB 2019 – ALL RIGHTS RESERVED. DO NOT REPRODUCE. What matters to the business
  • 30. Innovation alignment: Are we getting better? • Continuous improvement status (sources, actions, results) • Contract change review (CR) – investments, status, outcomes • Innovation through new ways of working (automation, initiatives based on outside-in experiences, use the supplier ecosystem) • Disruptive innovation. New things that will enhance the business experience ©CITRUSCOLLAB 2019 – ALL RIGHTS RESERVED. DO NOT REPRODUCE. Are we getting better? Governance of business innovation
  • 31. Business viability alignment: IT’s relationship with its suppliers? • IT experience score • Full-stack currency • Security • Talent pool • CR status ©CITRUSCOLLAB 2019 – ALL RIGHTS RESERVED. DO NOT REPRODUCE. Can we guarantee experience over the longer term? Governance of business viability
  • 32. 1. Imagine how you (want to) make people feel about your service, product, or you 2. Imagine, how might you change from a service desk to an experience desk? 3. Imagine, how might you change from a call center to a conversation center? 4. Imagine, how might you change from a service management organisation to an experience management organisation? 5. Rethink how you need to govern 6. Rethink the relationship between SLA and XLA What would I like you to do?
  • 33. Always remember The core message of XLA, and the science of experience “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou 1928 – 2014