XLA Contractual Framework and Considerations

This document is a guide that outlines the concept of Experience Level Agreements (XLAs) and their importance in contractual agreements. It begins by defining XLAs as measures of customer experience, contrasting them with Service Level Agreements (SLAs), which focus on operational data. The guide details various aspects of XLAs, including their types, contractual options, and the significance of measuring sentiment as part of experience management. It emphasizes the need for collaborative governance in contracts, where both parties are accountable for delivering the defined experience. The document also discusses the dynamic nature of experience metrics and the necessity for continuous improvement in experience management. Additionally, it addresses the potential pitfalls of traditional penalty and reward systems in contracts, advocating for a more open and honest approach to governance. Overall, the guide serves as a comprehensive resource for organizations looking to integrate XLAs into their contractual frameworks.