The secret to an excellent employee experience (EX)? Strike a balance between HR and IT. Employees might not remember the details of how the service desk fixed their IT problem-- but they’ll remember how they felt during the interaction.
Forward-thinking organizations are taking EX to the next level by creating experience-level agreements (XLAs) that measure how IT is performing based on end-user experiences. Establishing these data-driven agreements requires understanding how digital tools and human sentiment intersect.
In episode 13 of Cruising Altitude by Firstup, Weston Morris, Unisys’ director of global strategy, explains why standard service-based metrics may not be the best suited to quantify employee experience and explores better ways for companies to reveal insights into employees’ actual experiences.
