Experience Management
We focus on improving user and customer experience by aligning IT operations with business and user needs. Our tailored consultancy includes workshops, experience mapping, and SLA/XLA development.
Why Experience Management Matters
Delivering a great customer experience is essential for business success. Experience management ensures that your services align with the end-user journey, improving both customer satisfaction and overall business value. However, when service level agreements (SLAs) are misaligned with customer expectations or customer experience management is weak, it can lead to declining loyalty, lost revenue, and poor business performance.
By optimising SLAs and focusing on proactive experience management, you can strengthen customer relationships, increase retention, and drive sustainable growth.
Key Questions to Consider
Are Your SLAs Meeting the Needs of Your Customers?
Effective service level agreements should reflect not only business goals but also customer experience priorities.
Do You Understand Your Customer’s IT Journey?
Journey mapping is essential to improving both customer satisfaction and IT performance.
Services
XLA and SLA Workshop
A one-day workshop focused on aligning SLAs and XLAs with customer satisfaction and experience metrics. We help refine your service delivery performance indicators, ensuring they reflect your customers’ needs and align with modern customer experience management trends.
XLA/SLA Development Consultancy
Custom consultancy to develop modern SLAs and XLAs that reflect customer experience goals. We work with your organisation to draft, implement, and review SLAs and XLAs that are responsive to changing customer expectations, improving both operational efficiency and customer satisfaction.
Journey Mapping & ITSM Integration
A comprehensive service to integrate customer journey mapping with ITSM processes, improving service delivery across all touchpoints. We help identify customer pain points, map the full journey, and develop ITSM solutions that create seamless experiences across departments and systems.
Key Benefits
Improved customer satisfaction through refined experience management.
SLAs and XLAs that align with both business goals and customer expectations.
Integration of experience management principles into existing ITSM frameworks.
Why Choose Us?
We specialise in translating customer needs into actionable strategies that enhance service delivery and customer experience. Our deep expertise in both ITSM and experience management ensures measurable improvements.
Our Approach
Together we’ll find new opportunities and jointly transform your service.
What are the key elements of our consultancy approach..?
01
Discovery
The goal is to quickly build an understanding of the organisation, people and challenges, in order to be able to suggest improvements. This is delivered via interview sessions, individual and group meetings, plus data gathering via survey questionnaires and document sharing.
02
Analysis & Review
This involves a review of discovery materials, plus research and input from industry sources as required. Then work to analyse findings and come up with various risk and decision options and recommendations.
This is delivered with minimal need for client interaction although there are usually one or more feedback and iteration discussions involved.
03
Solutions
Work is concluded by providing feedback on issues and options, with recommendations and interactive decision support to identify the best actions to take. Including, the delivery of a management report, plus an online presentation workshop and other materials as required.
Ongoing support, people support, tools and documentation are available as needed to support project kick-off and to get started on relevant work.
Our Approach
Together we’ll find new opportunities and jointly transform your service.
What are the key elements of our consultancy approach..?
01
Discovery
The goal is to quickly build an understanding of the organisation, people and challenges, in order to be able to suggest improvements. This is delivered via interview sessions, individual and group meetings, plus data gathering via survey questionnaires and document sharing.
02
Analysis & Review
This involves a review of discovery materials, plus research and input from industry sources as required. Then work to analyse findings and come up with various risk and decision options and recommendations.
This is delivered with minimal need for client interaction although there are usually one or more feedback and iteration discussions involved.
03
Solutions
Work is concluded by providing feedback on issues and options, with recommendations and interactive decision support to identify the best actions to take. Including, the delivery of a management report, plus an online presentation workshop and other materials as required.
Ongoing support, people support, tools and documentation are available as needed to support project kick-off and to get started on relevant work.
