EXPERT SPEAK ends . They cannot see what is going right or wrong , or what could be made better .
While it would be too arduous and time-consuming to ask every employee and customer how they are feeling , you can give them a platform for their thoughts , then combine this with your telemetry data to find trends , remedy issues , and make the people you serve more satisfied and productive .
This combination is vital , because if your employees consistently and collectively rate one of your systems negatively , you may assume it is because it is not functioning , or working to standard . In reality , it might purely be taking everyone too long or requiring too much effort to do what they need to get done .
Strategies for XLA success
When setting XLAs , it ’ s advised that organisations :
• Work to shift their IT experts ’ mindsets to journey-based services rather than those that only perform their necessary function
• Consider the time it takes people to access the systems they need , how the platform looks and feels to use , and what behaviours users display
• Collect data-based insight to make informed decisions on prioritising investments , identifying skills gaps , and improving policies and processes
• Look for ways to drive efficiencies , for example , by adding shortcuts on journeys that users follow the most
There are tools available that can gather all the information you need , qualitative and quantitative , and perform many of these tasks automatically .
These tools go beyond basic surveys and sentiment collection , allowing you to use human-defined or department-agreed thresholds to establish what a positive
These tools go beyond basic surveys and sentiment collection , allowing you to use human-defined thresholds to establish what a positive end-user experience looks like . end-user experience looks like for your business and your service at a granular level . For example , completing a process in three seconds might feel too slow for some users , too fast for others , and perfect for a small minority .
Not only can digital experience management solutions flag specific issues like this , but they can also measure input across every stage of the delivery chain . That includes telemetry data from your entire IT platform , feedback from your employees ,
sentiments from your customers , and more .
So , you get a complete picture of how different elements perform in different scenarios throughout different journeys for different people , and what those people would ideally like to change . Sometimes , it ’ s an action as small as moving your loyalty app ’ s barcode back to where it used to be .
Conclusion
In today ’ s increasingly digital , everdemanding world , quick response times and slick branding are not enough . To achieve your goals , stay competitive , keep your employees , and satisfy your customers , you need to transform and innovate . But that transformation must be based on authentic user experiences rather than assumed outcomes from IT .
XLAs are one powerful metric that can empower you to do exactly that , and by selecting the right unified observability solution , you can assess not just how well your systems are working , but how well they are working for the people that matter . •
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