To build human-centric experiences in a digital workplace, organizations must shift from traditional SLAs to Experience Level Agreements (XLAs) measured through Key Experience Indicators (KEIs). XLAs focus on outcomes, user needs, and ongoing improvement. Infosys proposes a 360° approach using real-time analytics, dashboards, and cross-functional collaboration, all coordinated by an Experience Management Office (XMO). This ensures accountability and continuous enhancement of employee experience. The model promotes a reward-based system and highlights the value of digital tools, sentiment analysis, and proactive governance for long-term workplace transformation

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