Discover Why XLAs Are The Future of IT Service

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.

Deep Dives

& Thought Leadership

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.

Service Excellence

Dive into expert-led discussions designed to arm you with the latest knowledge about experience management.

Actionable Insights

Walk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success.

Connect & Collaborate

Join a community of forward-thinking service desk leaders. Share, learn, and grow together.

Discover Why XLAs Are The Future of IT Service

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.

Deep Dives

& Thought Leadership

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.

Service Excellence

Dive into expert-led discussions designed to arm you with the latest knowledge about experience management.

Actionable Insights

Walk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success.

Connect & Collaborate

Join a community of forward-thinking service desk leaders. Share, learn, and grow together.

Discover Why XLAs Are The Future of

IT Service

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.

Deep Dives

& Thought Leadership

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.

Service Excellence

Dive into expert-led discussions designed to arm you with the latest knowledge about experience management.

Actionable Insights

Walk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success.

Connect & Collaborate

Join a community of forward-thinking service desk leaders. Share, learn, and grow together.

Discover Why XLAs Are The Future of IT Service

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.

Deep Dives & Thought Leadership

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.

Service Excellence

Dive into expert-led discussions designed to arm you with the latest knowledge about experience management.

Actionable Insights

Walk away with actionable strategies that will enhance performance and drive your organisation towards unrivalled success.

Connect & Collaborate

Join a community of forward-thinking service desk leaders. Share, learn, and grow together.

Thank You To Our Event Sponsors

See full agenda

Our Speakers...

The Story So Far

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

Can You Speak?

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.

person

What's On The

Agenda?

All times are in Eastern Standard Time - US timezone

10:30 - 10:45 (07:30 PST | 15.30 MT)

Welcome from our host, Alan Nance

10:45 - 11:05 - XLAs Matter At The University of Alaska

Joe Fugere

IT Service Center Director

11:10 - 11:30 If Not CSAT or NPS, Then What?

Neil Keating, XLABS
Understanding the XLA Institute framework

11:35 - 11:55 - People-First Approach to IT Decision Making & XLAs

Sami Kallio, Happy Signals

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

  • Discover common XLAs that drive success across IT and Enterprise Service Management.
  • Learn how experience data and XLAs transform IT decision-making.
  • See why keeping XLAs simple leads to easier adoption and faster results.

12:00 - 12:15

Break

A quick break for snacks, before the programme resumes.

12:15 - 12:35 - From Great Service Delivery To Delivering Great Experiences

Steve Ruby, Apogee Corporation

Chief Experience and Operating Officer

12:40 - 13:00 Imagineer Your XLAs

Doug Rabold, Evangelist, XLA Institute

Inspiration from Disney

13:05 - 13:20

Sponsor to be confirmed

Session to be confirmed

13:25 - 13:35

Break

A quick break for snacks, before the programme resumes.

13:35 - 13:55 - Experience Management as a Service: XLAs Redefining Sourcing

Mariana Ragazzi, Kyndryl

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. 

14:00 - 14:15

Sponsor to be confirmed

Session to be confirmed

14:20 - 14:40 -The Magenta Programme. Introducing XLAs at T-Mobile

Kym Bowen, T-Mobile

Session to be confirmed

14:45 - 15:30

Q&A with the speakers

Have your questions answered, live!

15:30- 15:45

Closing Session

What's next and when?

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