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Explore why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs. Learn from industry leaders about how an experience-centered approach can elevate service desk performance and customer satisfaction.
Delve into detailed sessions that explore the depths of XLAs and experience management. We ask why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs to elevate service desk performance and customer satisfaction.
Dive into expert-led discussions designed to arm you with the latest knowledge about experience management.
Walk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success.
Join a community of forward-thinking service desk leaders. Share, learn, and grow together.
Explore why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs. Learn from industry leaders about how an experience-centered approach can elevate service desk performance and customer satisfaction.
Delve into detailed sessions that explore the depths of XLAs and experience management. We ask why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs to elevate service desk performance and customer satisfaction.
Dive into expert-led discussions designed to arm you with the latest knowledge about experience management.
Walk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success.
Join a community of forward-thinking service desk leaders. Share, learn, and grow together.
Explore why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs. Learn from industry leaders about how an experience-centered approach can elevate service desk performance and customer satisfaction.
Delve into detailed sessions that explore the depths of XLAs and experience management. We ask why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs to elevate service desk performance and customer satisfaction.
Dive into expert-led discussions designed to arm you with the latest knowledge about experience management.
Walk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success.
Join a community of forward-thinking service desk leaders. Share, learn, and grow together.
Explore why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs. Learn from industry leaders about how an experience-centered approach can elevate service desk performance and customer satisfaction.
Delve into detailed sessions that explore the depths of XLAs and experience management. We ask why XLAs are reshaping the future of IT service and why it’s crucial to move beyond SLAs to elevate service desk performance and customer satisfaction.
Dive into expert-led discussions designed to arm you with the latest knowledge about experience management.
Walk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success.
Join a community of forward-thinking service desk leaders. Share, learn, and grow together.
Thank You To Our Event Sponsors
Host - Alan Nance
XLA Institute
Mariana Ragazzi
IT Strategy & Management Consultant, Kyndryl
Neil Keating
XLABS
Joe Fugere
IT Service Center Director, University of Alaska
Sami Kallio
CEO and Co- Founder, HappySignals
Doug Rabold
XLABS
Kym Bowen
Director, Technology Experience Optimization, T Mobile
Steve Ruby
Chief Experience and Operating Officer, Apogee Corporation
If you're an innovator in the world of Experience Level Agreements (XLAs) and Experience Management, why not share your expertise on building exceptional user experiences, driving engagement, and redefining service management, we want to hear from you! We're looking for dynamic speakers to join the XLA Roadshow USA 2025 and help shape the future of experience-driven IT.
All times are in Eastern Standard Time - US timezone
IT Service Center Director
XLAs (Experience Level Agreements) are a powerful tool for driving business value, but they are only effective if they shape the way you make decisions. Too often, organizations overcomplicate XLAs, turning them into rigid frameworks rather than practical guides for improving IT and business outcomes.
In this session, Sami will introduce a simple, tested, and efficient approach to implementing XLAs. You’ll learn how to measure the real value of your IT decisions, use experience data to guide continuous improvement and make XLAs a natural part of your decision-making process. By keeping things straightforward, you’ll not only make XLAs easier to adopt but also create a lasting impact on your organization. Discover how starting small, staying focused, and embracing simplicity can set you up for XLA success.
Key Takeaways
Chief Experience and Operating Officer
Inspiration from Disney
Session to be confirmed
Service performance matters, but does it truly reflect whether IT services drive business success?
As a leading technology services provider, we embraced Experience Level Agreements (XLAs) to bridge the gap between operational efficiency and real customer satisfaction. Join this session to see behind the scenes of our XLA journey - why we made the shift, what drove our decision, the challenges we sought to overcome, and the impact on our business and customers. Through honest lessons learned and a fresh perspective, you’ll discover how experience management is reshaping IT services and why it’s essential for the future.
Session to be confirmed
Session to be confirmed
What's next and when?
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