99. Introducing XLAs with Unisys customers, with Weston Morris

The IT Experience Podcast

Weston Morris is the Senior Director for Global Strategy for Digital Workplace Solutions at Unisys, and the podcast host of the Digital Workplace Deep Dive. The conversation dives into the quickly evolving world of Experience Level Agreements (XLA) are changing the way we look at IT services, focusing on actual business impact and employee productivity. Find out how Unisys research found out that the typical employee loses between 1-5 hours of productive work time per week and what that could mean in monetary terms in different business contexts.

Key Takeaways

• Experience management recognizes that the end-user expectations of experience changes over time.
• The new view and desired view of IT is an enabler of productive work, closely linked to the bigger company goals.
• The new conversation between IT and business uses experience management as a tool to understand the end-users in new ways.
• XLA 1.0 was mostly about measuring technical data, the DEX scores
• XLA 2.0 collects data from multiple sources, are persona based XLAs and linked to business goals.

Links

• Digital Workplace Deep Dive Podcast: https://www.unisys.com/dws-deep-dive/
• Weston Morris LinkedIn: https://www.linkedin.com/in/westonjmorris/
• From surviving to thriving in hybrid work report: https://www.unisys.com/siteassets/microsites/hfs/hfs-from-surviving-to-thriving-in-hybrid-work.pdf

To learn more about how HappySignals Built-in XLA Management works:

https://www.happysignals.com/product/xla-management