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Are traditional SLAs dragging down customer experience?

Experience Level Agreements set a benchmark focused on customers

The pandemic disrupted and transformed consumer behavior forever. Consumers increasingly prefer retailers that offer convenient online experiences across different stages of the online journey.

The focus on online has only increased the importance of IT’s role within companies, as these professionals transform to work more closely with the business. It is time to shift away from standard IT deliverables and KPIs because traditional Service Level Agreements (SLAs) cannot keep up.

The new benchmark for a customer-centric world should be Experience Level Agreements (XLAs). Capgemini is already working with clients to transition to an experience-centric culture with a blend of XLAs and conventional SLAs.

Download Stop traditional SLAs from dragging down the customer experience to learn how to connect business and IT to focus on customer experience.

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