Neil is the co-founder and chief experience officer at Bright Horse and XLABS and co-founder of the XLA Institute. He works with a diverse range of organisations, including well known multi-national brands, and Managed Service Providers and many companies across a range of sectors to help them change the way they currently report the success of their IT products and services by helping them through education and consulting to develop the right experience metrics (XLAs) and the right Experience Management Office (XMO) for their business.
IT departments are under significant pressure to implement proper experience metrics and to move from SLA to also XLA but how can they do this? Are they clear on what experience and XLAs are? What are the steps to success?
This session is a practical step by step guide built from years of experience in hands on XLA and Experience Management implementation programmes and will enable delegates to learn from real life projects and stories and know where to start and what steps to take as they progress on the XLA journey. The session will answer:
The session will outline a repeatable journey that has been built from the good and bad experiences of delivering hundreds of XLA design projects, providing the audience a practical guide through the challenges of implementing XLAs in real life!
Can AI help accelerate Humanizing IT?
Is there any contradiction between "AI" and "Humanizing?
These two questions will be answered very first and foremost in Thursday's panel.
Link for asking questions from auditorium:
