Dipping your toes into XM/CX/EX

September 14, 2022

Though it might seem like ages ago, at the beginning of 2022, there was a consensus that this was the year of experience; and fair enough, the word has been in everyone's mouths for nine months now.

Raise your hand if you haven't attended a conference or got a book recommendation that wasn't on this very same topic. We thought so.

However, it's one thing to listen to or read about a topic and a different one to act upon it.

But since 2022 is not over yet, in this installment of the InvGate Digest, we've decided to compile everything we got on the matter to help you set a course of action to:

Take your first steps into the world of Experience Management.
Include Experience Level Agreements in your daily processes.
Exclude all those user experience surveys that aren't serving you quite well.
And maybe consider implementing an Experience Optimization Framework.

Without further ado, let's begin!

A Basic Guide to Enter the World of Experience Management (XM)

Experience Management has taken the IT world by storm and heralded it as a new and innovative way of viewing the relationship between customers, employees, and stakeholders. Take a look at its benefits, how it works, and the 5 types of experience management implemented today.

7 Laws of UX to Improve the Experience of IT Managers

Let's start with the basics. You can't think of managing experience without providing a great experience to your own team. These seven UX laws will give you an idea of what to look for.

Do User Experience Surveys Work? Demystifying User Research

And to keep on that note, here, our Product Specialist Matt Beran picks on one of the all-time favorites: CSAT scores.

Experience Level Agreements: An Introduction to XLAs for ITSM

Have you ever wondered how IT service delivery and support are making their customers feel? That's what XLAs are all about. Here, we take a look at what this type of agreement entails, how to use it, and how it differs from the SLAs.

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Jason Wischer on the Total Experience Strategy and its Impact on Leadership and ESM

We told you experience was a thing. We had several guests on our podcast to discuss the topic. Jason Wischer shared his experience with the Total Experience (TX) framework and how IT leaders can make purple out of their teams.

Alan Nance on the Importance of an Experience Optimization Framework

Meanwhile, Alan Nance went one step beyond and suggested on Ticket Volume that an Experience Optimization Framework can become a blueprint for how companies can move from where they are to where they need to be.

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The Definitive Guide to Service Level Management

To conclude, it's time to go back to the basics and think about Service Level Management with the concept of experience in mind. SLAs and XLAs focus on different things and don't need to exclude one another. It might be worth taking a holistic approach to complement outputs and operations with the end-user experience.