To effectively incorporate Experience Level Agreements (XLAs) into outsourcing contracts, organizations should complement traditional SLAs with metrics focused on end-user experience and satisfaction. XLAs measure qualitative factors like user-friendliness and emotional engagement, driving collaboration between customers and providers through improvement targets, rewards, and penalties. They can evolve from basic experience data (X-data) to include operational and technical data for a fuller service view. HappySignals offers practical tools and guidance to embed XLAs, helping organizations prioritize outcomes that truly matter to users and boost overall service value.

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