“And then you generate the user experience index,” Barros said. “And the user experience index will have a different index objective with different factors that you measure for each person. And then your result is to have a good user experience index. So if the laptop breaks down and this laptop is crucial for that person to do his job, the index will probably be weak. “There is a gap between the technology and the desired business results. Technology is simply a facilitator, not the end result that we, as computer technologists, have seen for decades. The results of the companies are determined and characterize all the experiences of the product or service. This implementation gap is filled by XLAs. “Ultimately, the XLAs were designed to help users implement digital empathy in their organizations.

It is much easier said than done. Often it`s easy to satisfy and continue your SLA metrics or requirements faster. However, this generally does not resolve the underlying problems or problems that customers face (“UX”). While not yet perfect, XLAs can be an extremely valuable tool that can help you achieve your business goals while making your internal customers and customers happier. It is precisely when switching to an increasing number of digital providers in your partner ecosystem that you need to ensure a consistent customer experience (end-users), as moving from existing suppliers to disruptive new providers has never been easier. XLAs are a relatively new phenomenon, but they have already made an influence in the world. This has several reasons, but one of the most important is the change in trends in the digital age. Simply put, there is this shift from measurement to human-centered experiences (“UX”). Instead of being a slave to certain metrics or standards proclaimed by different suppliers or a business leader, XLA companies help to tackle the root of the problem.

There is no vanity here. Dan Salinas is VP Managed Workplace Services and Business Development at Lakeside Software. He has 25 years of experience in providing IT services and currently collaborates with OEM and ISV partners such as IBM, DXC, Fujitsu, NTT Data, Wipro, HCL, Stefanini, Capgemini, Microsoft and other solutions for desktop, virtualization and the cloud.