{"id":612525,"date":"2022-07-25T05:56:15","date_gmt":"2022-07-25T05:56:15","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?page_id=612525"},"modified":"2025-03-06T00:59:22","modified_gmt":"2025-03-06T05:59:22","slug":"are-traditional-slas-dragging-down-customer-experience","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/us-en\/solutions\/are-traditional-slas-dragging-down-customer-experience\/","title":{"rendered":"Are traditional SLAs dragging down customer experience?"},"content":{"rendered":"\n
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Are traditional SLAs dragging down customer experience?<\/h1><\/div><\/div><\/div><\/div><\/div>
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Experience Level Agreements set a benchmark focused on customers<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n
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The pandemic disrupted and transformed consumer behavior forever. Consumers increasingly prefer<\/a> retailers that offer convenient online experiences across different stages of the online journey.<\/p>\n\n\n\n

The focus on online has only increased the importance of IT\u2019s 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.<\/p>\n\n\n\n

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.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n

Meet our experts<\/h3><\/div><\/div>
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