Build Human-centric Experiences at a Continually Evolving Digital Workplace

The expectations of the workforce have evolved over the years, thus demanding better employee experience at their workplace. So, the need of the hour is rethinking employee experience by identifying moments that matter and measuring them effectively.

The Inevitable Shift: To create and drive better workplace experiences requires cross-functional collaboration. Furthermore, this change requires a shift i.e. from Service Level Agreements (SLAs) to Experience Level Agreements (XLAs) which also requires an Experience Management Office (XMO) – a team of dedicated individuals who act as the custodians and driving force behind an organization’s digital workplace experience.

This Whitepaper explores the role of XLAs and XMO in reimagining the Digital Workplace to drive enhanced employee experience, improved productivity, and tangible business outcomes.

Key Takeaways

• Status Quo - The Challenge Faced by Organizations
• The Watermelon Effect – SLAs and KPI
• The Inevitable Shift in Paradigm - SLAs to XLAs
• Defining Experience Level Agreements (XLAs) – The Infosys Way
• The Key Experience Indicators (KEI) Framework
• Measuring Experiences and Acting Upon Them
• Experience Management Office (XMO) – Role, Functions and Best Practices